About LRN LRN is a SaaS based e-Learning provider with a presence across US, EMEA, APAC, Japan and LatAm. More than 2,500 companies worldwide (including some of the world’s most recognizable brands) utilize LRN services and leverage LRN e-learning courses to help navigate complex regulatory environments and foster ethical, responsible, and inclusive cultures. In partnership with LRN, companies translate their values into concrete corporate practices, training materials, and leadership behaviors that create a sustainable competitive advantage. By acting upon shared values, companies and their people find the means to out behave and outperform. Position: L1 Client Support (Technical Support Specialist) Location: Mumbai About the role: LRN’s Client Support team is the first line of support for LRN’s proprietary applications, working with customers’ program administrators, stakeholders, and internal customers. Client Support Specialist responsibilities include program administrator systems training, program administrator assistance, and responsibility for delivery of minor system configuration and content changes. The Client Support Specialist works on a team of support professionals and has individual responsibilities for application systems support of LRN’s Partners. Your responsibilities will include: 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. Ensure at all times SLAs are observed and met to ensure timely resolution of customer support issues. 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 Client Assistance Center team member is working. Collaborate with peers to discuss unique solutions and to document them. Coach and develop skills for more junior members of the team. Requirements Bachelors Degree 8-10 years of L1 level experience in a customer facing role in an application support environment for a large SaaS organisation. We value ability and experience to independently manage operational relationship with enterprise customers. Excellent communication skills in English. This position requires above par skills to write and speak in English. Extensive experience in supporting enterprise customers globally. Ability to triage incidents, working with L2 and technology teams to find resolution to customer support issues. Familiarity with HTML and CSS. Familiarity with Learning Management Systems Expertise in Microsoft Office Suite especially in Excel. Should be able to understand and handle CSV files. Ability to review a customer request and apply the necessary analytical skills to ensure successful delivery of the end product. This role will involve direct customer contact; an ability to work with others who are potentially facing issues with LRN products, in a professional manner is mandatory. An inherent ability to multitask and manage customer expectations to the satisfaction of all involved parties is critical to the success of the incumbent. Ability to consistently spot and report issues before they reach a point of becoming critical. A desire to constantly examine issues, looking for the opportunity to improve processes and/or technology. Must have an inherent attention to detail. Shift Requirements You will be required to work in rotating 24 x 7 shifts. Benefits Competitive compensation Excellent medical cover LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.