Technical Support Specialist

Bonwic Technology

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.

• Experience

  8 - 12 Years

• No. of Openings

  20

• Education

  Higher Secondary, Post Graduate Diploma

• Role

  Technical Supports executive

• Industry Type

  IT-Hardware & Networking / IT-Software / Software Services

• Gender

  Male

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office