Technical Support Representative

LearnUpon is looking for a Technical Support Representative to join our team in the Salt Lake City, Phoenix, or Philadelphia areas. 

LearnUpon LMS helps organizations train their employees, partners, and customers. Businesses can manage, track, and achieve their unique learning goals — all through a single, powerful solution.

With offices in Dublin (our HQ), Belgrade, Philadelphia, Salt Lake City and Sydney, we are a global team with lots of diverse cultures, backgrounds, and experiences that puts our customers' experience at the heart of everything we do. Our culture fosters an open, collaborative and supportive environment where our accomplishments are celebrated and encouraged. We're always striving for the best solution (not the easy one). We’re proud of our success and we’re humble and hungry to achieve more. 

Our Support team aims to deliver a level of support unparalleled in the eLearning industry, and we are looking for candidates who will help us move the bar higher! You will be exposed to a wide variety of technical issues and will need to become a trusted partner to our ever growing customer base.

What will I be doing?

• Become our Customer's trusted contact by troubleshooting issues and concerns, and guiding them through migrations and integrations of LearnUpon and their business.
• Provide technical support through email, phone, and remote sessions.
• Capture suggested improvements and feedback from our customers for the Product and Engineering teams.
• Offering values-driven suggestions to help LearnUpon solve our customer’s expanding LMS needs.

What skills do I need?                                                                                  

• Excellent customer service skills - the ability to be empathetic and responsive while clearly explaining complex technical topics in easily understood language.
• A person who constantly strives for improvement and who will challenge colleagues in our quest to create the world’s leading LMS.
• At least 1 year’s experience working in a customer-facing support role.
• Experience traversing databases and gathering information using SQL
• Excellent written and spoken English for communicating with our customers.
• Experience investigating and debugging technical issues in a web based environment, using HTML/CSS, JavaScript, and browser debugging tools
• Experience documenting and flagging complex technical issues, with superior attention to detail throughout.

Don’t worry if you don’t tick every box in order to apply, we’re always happy to review applications and take all experience into consideration. We do our best to provide feedback where we can!

Not required but considered a big plus

• Experience with SaaS and/or at a SaaS company.
• An eLearning / LMS background with experience of industry standards and terminology such as SCORM, Tin Can, etc.
• Experience working and collaborating with a global team.
• Experience troubleshooting and working with Microservices.
• Knowledge of Linux command line and SSH.
• Knowledge of networking i.e. protocols, DNS configuration etc.
• Familiarity with common API and authentication mechanisms.
• Junior administration of  Salesforce.
• Familiarity with Single Sign On platforms such as Okta, OAuth, or Active Directory.
• Experience building and maintaining an internal knowledge base.
• Experience walking with customers through data migration projects

 

Why work with us?

• Work in a fun and supportive environment with regular team events.
• Excellent career progression - take LearnUpon where you think it can go.
• Competitive salary and company ESOP.
• Comprehensive private health insurance scheme.
• 25 days annual leave + 1 annual company wellness day off. 
• LUPWell Programme, as we know that a positive mental wellbeing plays a major role in both your personal and professional success.

What is the Hiring Process?

Applicants for the position can expect the following hiring process:

• Qualified applicants will be invited to schedule a 30-minute call.
• Successful candidates will then be invited to a series of practical interviews.
• Finally, candidates will have a short interview with our COO.
• Successful candidates will be contacted with an offer to join our team.

LearnUpon is proud to be an Equal Opportunities Employer. 

We do not discriminate on the basis of gender, marital status, family status, age disability, sexual orientation, race, religion, or any other legally protected status.

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