Technical Support Specialist - Client Advocacy

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About the Opportunit

yThe company fosters a collaborative and open culture, providing a supportive and understandable structure for its employees. This organization is exciting and full of growth opportunities. Within the Client Advocacy team, there is a tremendous experience to be had. For individuals with a knack for technical aspects, even without a formal technical education, this role offers mentorship and skill development, leading to growth as a Technical Specialist and exponential knowledge of SAAS

.
Do you have experience providing technical support to external clients in a remote environment? Do you enjoy investigating, researching, troubleshooting, and becoming a detective when needed? Lastly, would you consider yourself a wizard of all things customer service and technolog

y?
As a member of the Client Advocacy team, you are responsible for providing high-quality technical and best-in-class support for the platform clients. You will address client needs across the world by phone, chats, and desktop sharing, using a support ticket tracking system. The fundamental goal of this position is to help clients achieve success using the platfo

rm.
Key Responsibili

• tiesResolving issues through phone, chat, and email communication channels in a fast-paced environm
• ent.Providing excellent client support by engaging clients, providing clear internal and client-facing communications, conducting investigations, and aiding in quick resolut
• ion.Troubleshooting and performing in-depth investigations to work towards determining the root cause of client/feature issues, next steps, and delivering solutions based on client needs and conce
• rns.Managing customer expectations regarding estimated response times for issue resolut
• ion.Extensively researching and documenting customer technical iss
• ues.Successfully acting as the advocate and voice for the client while simultaneously acting as the voice of the company to ensure that all communications and interactions are delivered clearly and professionally as issue statuses change and resolutions are confir

med.
Required Qualifica

• tions3+ years’ experience in a technical support position, (ideally in a SaaS environment) OR in client-facing roles (customer service, food and beverage, airlines,

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• etc).Basic understanding of core web compon
• ents.Exceptional attention to de
• tail.Proven time-management capabili
• ties.Excellent communication (both written and verbal) and active listening sk
• ills.Ability to grasp technical concepts and explain them in simple t

erms.
Preferred Qualific

• ationsPrevious LMS/E-Learning exper
• ience.Technical documentation exper
• ience.Zendesk, MSSQL, Jira, Confluence exper
• ience.Previous experience working with remote
• teams.Fluency in other languages (would be a bonus but not requ

ired).
Technologi

• es UsedPlatform LMS, Zendesk, Jira, Confluence, Zoom, MS Office Suite

, MSSQLWhat is

• OfferedFully remote-first work with flexible work arrang

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• ements.Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, comprehensive medical and dental benefits based on your country of lo
• cation.New Hire Equipment Allowance and monthly Flex Allowance to support your s
• uccess.Endless opportunity for career growth and internal mo
• bility.Employee-driven DE&I pr

ograms.
About the Orga

nizationThe organization is a remote-first company that provides online training solutions to leading organizations around the world. The platform is a cloud-based learning management system (LMS) engineered to inspire learning and fuel business productivity. The online learning platform combines forward-thinking technology built to scale as customer organizations grow. It empowers learners to enrich their lives, workplaces, and comm

unities.
Organization

• al ValuesWe achieve exceptional results by genuinely caring about each other and the wo
• rk we do.We’re united, and we grow through our commitment to elevating continual

learning!The organization is an equal opportunity employer, celebrating diversity and committed to creating a safe and inclusive environment for all its people. All employment decisions are based on business needs, job requirements, and individual qualif

ications.
Successful candidates for this position will be subject to pre-employment background screening, including a criminal record check and must be able to show proof of legal eligibility to work in the country they have applied to without sp

onsorship.
Should you require any accommodation during the recruitment process, please indicate this on your application and assistance will be provided to meet your accessibi

lity needs.
The organization uses AI tools to support its recruitment process, such as organizing applications and highlighting potential matches based on role requirements. While these tools help streamline the review process, all screening and final hiring decisions are made by the recruitment team. Candidates are encouraged to apply authentically and not rely solely on AI-generated responses in their a