Technical Support Specialist

Position: Technical Support Specialist

Location: Mumbai, India

About LRN:

Do you want to use your technical expertise to help people around the world do the right thing? Join us at LRN to be a part of a global company with 500+ employeeswhere you can have maximum impact.

LRN is a SaaS based e-Learning provider with a global presence. More than 2,800 companies worldwide (including some of the world's most recognizable brands) utilize LRN services and leverage LRN's e-learning platform 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 behaviours that create a sustainable competitive advantage. By acting upon shared values, companies and their people find the means to out behave and outperform.

About the role:
LRN's Production Support team is the first line of support for LRN's proprietary applications, working with customers' program administrators, stakeholders, and internal customers.Technical Support Specialist responsibilities includes resolving any defects reported by customers as well as with any 'How To' questions on LRN's proprietary applications.

Your responsibilities will include

• Undergo Training as perplan
• Work to resolve defects reported by customers by working with Technology and Product teams.
• Adhere to predefined SLAs on the tickets and ensure closure of issues within the SLA
• Work on complex cases and drive resolution of the issues.
• Provide feedback to product development teams for feature enhancements
• Work with cross functional teams such as Technology/Product/CloudOps to drive the resolution of the client reported issues.
• Perform ticket analysis to identify patterns and present them to leadership.
• Replicate production bugs reported by clients on lower environment.

Requirements

• Good logical and problem-solving skills geared towards troubleshooting technical issues.
• Good understanding of underlaying principals of SAAS based products.
• Ability to analyze and pull HAR logs and analyze network calls
• Escalation and problem management skills
• Good knowledge of HTML and basic SQL commands
• Familiarity with Learning Management Systems is a add on
• Proven experience in root cause analysis and resolution.
• Proficiency in using specialized software and tools relevant to the specific domain.
• Familiarity with industry-specific diagnostic and monitoring tools.
• Excellent verbal and writtencommunication
• Ability to understand and grasp usability of applications
• Collaborate and participate as team player.
• Candidates with bachelors degree in technical fields.
• Experience in application support for SAAS based product

Benefits

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

Qualification

Bachelor's Degree