Provide assistance to internal and external customers on all aspects of LRN’s proprietary applications (campaign set up, system generated e-mails, system reporting, user data management, and customization) — all billable activities
Keep internal and external stakeholders updated on status of call tickets, requests, projects and changes using defined systems and processes
Manage customer expectations and escalate capability-related issues where appropriate
Prioritize requests based on need and impact and coordinate with internal stakeholders
Prepare, document and present product information in written and verbal forms to assist customers
Maintain quality levels for all customer-request related work
Ensure ongoing dialogue between LRN and assigned customers
Perform content using the inhouse tool
Provide assistance/training to customer points of contact on LRN’s proprietary tools to enhance user experience
Collaborate with peers to discuss and document unique solutions
Perform other duties as assigned
Requirements
Bachelor’s degree
1-2 years of experience in a customer-facing role
Ability and experience to independently manage operational relationships with enterprise Partners
Excellent communication skills in English
Extensive experience in supporting enterprise customers based in US and Europe
Experience in a customer facing role in an application support environment
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