Job Description

As a Technical Support Representative at Blue Sky eLearn, you will work with existing clients to ensure the success and growth of their eLearning goals utilizing PathLMS, Blue Sky’s industry-leading Learning Management System. Our Technical Support Representative achieve this through understanding client’s business goals and objectives, developing strong rapport, responding to tickets in a timely manner and proactively working with clients to adopt new features. As a member of the Client Services team, you will manage a portfolio of accounts with a diverse set of clients, and as the main point of contact for Blue Sky eLearn, you will be a critical player in driving long-term client success and demonstrating the value of the Blue Sky solution.

You will work cross-functionally with multiple internal teams to develop a keen understanding of customers’ unique business needs and challenges and identify and manage any internal resources necessary to realize the client’s goals.

This position is located either at our headquarters office in San Diego, CA or 100% remote from your US based home office. Candidates must be located in one of the following states: CA, CO, FL, GA, HI, IN, KS, MA, MD, MS, NC, NY, OH, OR, PA, TN, TX, UT, VA, WA or WI.

RESPONSIBILITIES

• Quickly and effectively support clients by responding to Client Support Requests
• Effectively identify system bugs, communicate details to the Product Team, manage client expectations, and communicate progress & resolutions to our clients
• Understand product updates and proactively support clients when an update will affect their account / user workflow
• Continually strive to improve the Technical Support processes by enhancing best practices and proactively identifying areas of improvement
• Work hand in hand with clients’ Virtual Event Managers and Client Success Managers as a integral part of the team assigned to each client
• Participate in the Onboarding phase of new client projects, owning content and data migration tasks and documenting client specific details needed to manage relationship after LMS launch
• Communicate and document any product set up changes to the client’s Virtual Event Manager and/or Support Team to ensure seamless execution of managed live web events

QUALIFICATIONS

• 2+ years Technical Support or Technical Project Management experience
• Preferred experience: SaaS solutions
• Strong quantitative/analytical skills
• Experience defining and documenting processes, and driving continuous improvement to processes via process measurement/metrics
• Perceptive, collaborative and strongly customer-orientated with demonstrated ability to build strong relationships with clients and internal stakeholders to ensure successful project implementation
• Flexible, energetic, with a strong sense of entrepreneurship, creative mind, ability to think out-of-the-box
• A natural inclination to resolve customer problems and help them be highly successful
• Knowledge of the LMS industry
• Experience in the association, credentialing and/or not-for-profit industry
• Experience with Salesforce
• Thirst for proactively learning and testing functionality of our SaaS LMS platform to meet customers’ unique needs

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.

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