As a tech-savvy Technical Support Agent at Blue Sky eLearn, you will work with our clients to ensure successful adoption and usage of our products and services, including Path LMS, Blue Sky’s industry-leading Learning Management System, as well as Blue Sky’s managed virtual events. Our Technical Support Agent’s achieve this through understanding our various web-based platforms and relying on their technical knowledge and ability to troubleshoot a wide array of inquiries on a daily basis, from clearing the cache in a browser to identifying audio issues. Our main goal is ensuring both end-users and admins understand that we are there for them to ensure their queries are resolved. This role will assist with our Level 1 inquiries and will collaborate with other technical teams to ensure a quick resolution to both learner and client admin related inquires.

As a member of the Client Experience team, you will be the first point of contact for an individual requesting technical assistance. Support includes servicing Client admins and platform end-users/learners. The client experience you deliver will make you a critical player in driving long-term client success and demonstrating the value of our partnership. You will work cross-functionally with multiple internal teams to develop a keen understanding of customers’ unique business needs and challenges, and proactively work to continuously improve the customer experience with enhanced knowledge and clear lines of escalation.

SCHEDULE

Although you will have a set default schedule of 8AM – 5PM Pacific Time, some flexibility is required. We have clients from all over the world and support for live events outside of normal local business hours is needed at times. We are looking to expand our coverage so a willingness to work nights and/or weekends is appreciated.

RESPONSIBILITIES

• Provide technical support via phone or tickets assisting platform end-users and admins with majority of our client base falling in the association industry as well as for profit education businesses

• Troubleshoot technical hardware and software issues involving internet connectivity, browser requirements, accessing webinars and live streams, and more

• Embrace a collaborative work environment where we are able to interact with other teams to continuously enhance our knowledge of our platform and service offerings in order to increase the rate and speed of closed tickets.

• Track cases in ticketing system with appropriate and accurate information

• Follow-up and make scheduled call-backs to customers where necessary

• Stay current with system information, changes, and updates

• Triage customer issues, debug, and find workarounds if possible

• Improve the Blue Sky client experience through excellent customer interaction

• Submit and comment on bug reports and feature requests based on customer interactions

• Maintain good ticket performance and satisfaction

• Participate in the rotation to provide off-hour support, as needed

QUALIFICATIONS

• 1+ years of experience in customer support

• Preferred experience: SaaS solution

• Versatility with technology and workflows, should have a high level of computer fluency

• Affinity for (and experience with) providing customer support and making customers happy

• Enjoy solving many small problems per day

• Ability to triage and resolve bugs

• Ability to communicate complex technical topics clearly in written and spoken English with customers via tickets, calls, and chat

• Experience with support platforms (ex. Freshdesk, Zendesk, etc.) preferred

• Ability to communicate technical topics clearly in written and spoken English with customers via tickets, calls, and chat

• Working knowledge of PC and Mac operating systems and browsers

• Strong attention to detail 

EXTRA CREDIT

• Experience with virtual event platforms (ex. Adobe Connect, Zoom, webcasting etc.)

• Thirst for proactively learning and testing functionality of our SaaS LMS platform to meet customers’ unique needs

• Experience as your friend’s/family’s “go-to person” for computer help

• Bilingual (English and Spanish) 

BENEFITS

• 100% remote from your US based home office

• 100% employer paid medical and dental for employee only coverage with the option to upgrade to premium plans as well as obtain dependent coverage

• 100% employer paid short-term disability and basic life insurance

• Competitive paid time off package including dedicated vacation, sick, volunteer and bereavement leave 

• 11 paid company holidays (8 regular + 3 floating holidays)

• Up to 16 weeks of paid family leave to welcome a child to your family

• A 401(k) program with employer match to help support your long-term financial plans

• Annual professional development reimbursement

ABOUT BLUE SKY ELEARN

Founded in San Diego, CA, Blue Sky eLearn provides a full range of learning technologies that include a proprietary learning management system and a complete set of virtual event services. We help organizations capture educational content from either live or virtual settings, then manage and deliver that content to a global audience through our learning platform.

We facilitate thousands of live web events each year for our clients. We currently house over 100,000 learning modules and have electronically issued over two million certificates to online learners.