Technical Support Representative

Job Description

LearnUpon is looking for a Technical Support Representative to join their team in a hybrid role based in Philadelphia. The successful candidate will work 2-3 days per week from the Philadelphia office. LearnUpon provides a learning management system (LMS) that helps organizations train their employees, partners, and customers.

The Technical Support Representative will be a trusted contact for customers, troubleshooting issues, guiding them through migrations and integrations, and providing technical support via email, phone, and remote sessions. They will also capture customer feedback for the Product and Development teams and offer suggestions to help LearnUpon solve customer's expanding LMS needs.

What this role involves:

• Troubleshooting customer issues and concerns.
• Guiding customers through migrations and integrations.
• Providing technical support through email, phone, and remote sessions.
• Capturing customer feedback for the Product and Development teams.
• Offering value-driven suggestions to help LearnUpon solve customer’s expanding LMS needs.

Requirements:

• Excellent customer service skills.
• At least 1 year’s experience in a customer-facing support role.
• Experience traversing databases and gathering information using SQL.
• Excellent written and spoken English.
• Experience investigating and debugging technical issues in a web-based environment (HTML/CSS, JavaScript, browser debugging tools).
• Experience documenting and flagging complex technical issues.

LearnUpon offers:

• Competitive salary and company ESOP.
• Comprehensive private health insurance scheme and 401k.
• 25 days Paid Time Off + 1 annual company wellness day off.
• A fun and supportive environment with regular team events.
• Excellent career progression opportunities.