Technical Support Representative

LearnUpon; Philadelphia (Philadelphia County); Hybrid; USD 50,000 - 70,000; Full time

Job summary

LearnUpon is seeking a Technical Support Representative for a hybrid role in Philadelphia. The position involves troubleshooting technical issues, providing exceptional customer service, and collaborating with teams to enhance customer experiences in the eLearning industry.

Benefits

Competitive salary and ESOP

Health insurance and 401k

25 days PTO + wellness day

Supportive environment with team events

Opportunities for career growth

Qualifications

• At least 1 year of experience in a customer-facing support role.
• Strong written and spoken English communication skills.

Responsibilities

• Troubleshoot issues and guide migrations for customers.
• Provide technical support via email, phone, and remote sessions.

Skills

Customer Service

Communication

Problem Solving

Tools

SQL

Salesforce

Job description

At LearnUpon, we’re seeking a Technical Support Representative to join our team. This is a hybrid role, working 2-3 days per week from LearnUpon's Philadelphia office.

About LearnUpon

LearnUpon LMS helps organizations train their employees, partners, and customers. Businesses can manage, track, and achieve their unique learning goals — all through a single, powerful solution.

With offices in Dublin (our HQ), Belgrade, Philadelphia, Salt Lake City, and Sydney, we are a global team with diverse cultures, backgrounds, and experiences that prioritize our customers' experience.

Our culture fosters an open, collaborative, and supportive environment where achievements are celebrated. We live by our values: act like owners, lead with curiosity, and deliver quality for our customers. We’re proud of our success and eager to achieve more.

Support Team Mission

Our Support team aims to deliver unparalleled support in the eLearning industry. You will handle a variety of technical issues and become a trusted partner to our growing customer base.

Responsibilities

1. Become our Customer's trusted contact by troubleshooting issues, guiding migrations, and integrations of LearnUpon with their business.
2. Provide technical support via email, phone, and remote sessions.
3. Gather customer feedback for product improvements.
4. Offer suggestions to help meet customer LMS needs.

Required Skills

1. Excellent customer service skills, with empathy and responsiveness, and the ability to explain complex technical topics clearly.
2. Motivated to improve and challenge colleagues to create the world’s leading LMS.
3. At least 1 year of experience in a customer-facing support role.
4. Experience with SQL for database querying.
5. Strong written and spoken English communication skills.
6. Experience documenting and troubleshooting complex technical issues with attention to detail.

Preferred Skills

1. Experience with SaaS environments.
2. Background in eLearning or LMS, familiar with standards like SCORM, Tin Can.
3. Experience collaborating with global teams.
4. Knowledge of Microservices, Linux command line, SSH, networking protocols, APIs, and authentication mechanisms.
5. Junior Salesforce administration skills.
6. Experience with Single Sign-On platforms like Okta, OAuth, or Active Directory.
7. Building and maintaining internal knowledge bases.
8. Experience guiding customers through data migration projects.

Additional Notes

Don’t worry if you don’t tick every box; we review all applications and provide feedback where possible.

Additional Responsibilities

1. Respond promptly to customer queries.
2. Focus on customer results and how LearnUpon can help achieve them.
3. Maintain our customer experience standards.
4. Coordinate with teams like Product and Sales.
5. Proactively reach out to customers and brainstorm outreach campaigns.
6. Lead initiatives to improve our practices and impact the company’s bottom line.
7. Support internal and external teams, helping customers expand their use of LearnUpon.
8. Develop a personal career path with continuous learning.

Additional Skills

1. Motivation and positivity in a fast-changing environment.
2. At least one year in Customer Success or similar role.
3. Results-driven with a focus on excellent customer experience.
4. Collaborative, with strong communication skills.
5. Creative problem-solving and curiosity for new technologies.
6. Proficiency with Salesforce or similar CRM.
7. Ability to work cross-functionally across time zones.

More Plus Points

1. Experience in e-learning or edtech.
2. Familiarity with CSP tools like Planhat.

Why Join Us?

• Competitive salary and ESOP.
• Health insurance and 401k.
• 25 days PTO + wellness day.
• Supportive environment with team events.
• Opportunities for career growth.

Hiring Process

Applicants can expect:

1. A 30-minute initial call.
2. Technical interviews.
3. Interview with our COO.
4. Job offer for successful candidates.

LearnUpon is an Equal Opportunities Employer. We do not discriminate based on gender, marital status, age, disability, sexual orientation, race, religion, or other protected statuses.

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