01Overview
Position: Technical Support Associate - Spanish & English (Contract)
Location: Mumbai, India
Duration: 6 months
About the role:
LRN's Managed Services team is a revenue generating team. We perform activities on customers' behalf on LRN's proprietary applications. We also work with customers' program administrators, stakeholders, and internal customers closely. Our responsibilities include program administrator systems training, program administrator assistance, and responsibility for delivery of minor system configuration and content changes.
Requirements
What you'll do:
- Provide support to internal and external customers on all aspects of LRN's proprietary applications (functions include: campaign set up, system generated e-mails, system reporting, user data management, and customization)
- Using defined systems and processes, keep both internal and external stakeholders updated as to the status of call tickets, requests, projects, issues, and changes.
- Update necessary tracking and reporting systems to ensure that group statistics can be tracked, managed and measured.
- Manage expectations of internal and external customers, ensuring capabilities are not exceeded to the detriment of the customer.
- Escalate issues related to capabilities where appropriate.
- Serve as an internal advocate for field personnel, as well as external customers. Prioritize requests based on need and impact. Work with internal stakeholders to address priorities.
- Prepare and present (in written and verbal forms) product information that will assist customers with the capabilities of LRN's systems.
- Maintain quality levels for all work related to customers' requests.
- Ensure there is an ongoing dialog between LRN and each customer with whom the Partner Assistance Center team member is working.
- Collaborate with peers to discuss unique solutions and to document them.
- Perform other duties as assigned.
What we're looking for:
- Bachelor's Degree
- 3-4 years of L2/L3 level exper .
