- Provide support to internal and external customers on all aspects of LRNs 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.
- 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 Partner Assistance Center team member is working.
- Collaborate with peers to discuss unique solutions and to document them.
- Perform other duties as assigned.
What we're looking for:
- Bachelor’s Degree
- 3-4 years of L2/L3 level experience in a customer facing role in an application support workplace.
- Proficient in Japanese language (Written and spoken)- Mandatory
- Excellent communication skills in English. This position requires above par skills to write and speak in English.
- Extensive experience in supporting enterprise customers based in US and Europe.
- 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 Partner request, and apply the necessary analytical skills to ensure successful delivery of the end product.
- This role will involve direct Partner contact; an ability to work with others who are potentially very frustrated, 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
📌 Japanese Bilingual- Technical Support Associate (Mumbai)
🏢 Lrn Technology Content Solutions
📍 Mumbai
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