Technical Support Associate

Position: Technical Support Associate

Location: Philippines

About LRN:

LRN is the world’s leading dedicated ethics and compliance SaaS company, helping more than 30 million people every year navigate complex regional and global regulatory environments and build ethical, responsible cultures. With over 3,000 clients across the US, EMEA, APAC, and Latin America—including some of the world’s most respected and successful brands—we’re proud to be the long-term partner trusted to reduce organizational risk and drive principled performance. 

Named one of Inc Magazine’s 5000 Fastest-Growing Companies, LRN is redefining how organizations turn values into action. Our state-of-the-art platform combines intuitive design, mobile accessibility, robust analytics, and industry benchmarking—enabling organizations to create, manage, deliver, and audit ethics and compliance programs with confidence. Backed by a unique blend of technology, education, and expert advisement, LRN helps companies turn their values into real-world behaviors and leadership practices that deliver lasting competitive advantage. 

About the role:

This role plays a crucial part in ensuring customer satisfaction. You will handle customer inquiries via phone, email, or chat regarding technical issues related to our LMS platform and the solutions we offer. Your primary focus will be on effectively resolving these inquiries by taking the necessary actions to address customer concerns and meeting all SLA and KPI targets set for both you and the team. You are expected to provide service professionally and courteously at all times

Requirements

What you'll do::

• Provide Tier 2 support in English through email and chat for customer inquiries using Zendesk, while managing incoming and outgoing calls via the customer service line.
• Research inquiries/requests and confirm customer expectations.
• Effectively manage escalated issues.
• Develop a strong product knowledge base to address inquiries/requests by utilizing the existing knowledge base, reviewing historical records, and self-training to stay updated on product release notes and updates.
• Follow established escalation procedures to assign cases to the appropriate level as needed.
• Demonstrate analytical skills, attention to detail, and consistent follow-through.
• Possess effective interpersonal skills and the ability to work independently as well as collaboratively within a team.

What we're looking for: 

• Bachelor’s degree- Graduate.
• 1+ years in a customer service role is highly desired but not required.
• Excellent written and verbal communication skills.
• Support experience with an emphasis on providing excellent service.
• Demonstrate critical thinking skills.
• Strong initiative and ability to self-manage.
• Ability to work effectively as a team player is require

Benefits

LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.