Technical Support Analyst, Tier 1 (UK)

At the company, we’re using AI to change how people learn at work. We’re an AI-powered learning platform that helps organizations create, deliver, and manage training all in one place. Our mission goes deeper: we help teams move faster, work smarter, and focus on the work that truly matters. Our platform is built with intelligent, time-saving tools that personalize learning, eliminate busywork, and turn training from a checkbox into a superpower.

As a Technical Support Analyst, you will serve as the ultimate product expert and the vital first point of contact for our customers. Your mission is to dive into technical inquiries, troubleshoot complex challenges, and empower clients to maximize the system’s full potential. By resolving issues efficiently and nurturing our inclusive, customer-first culture, you will directly impact our users' success and ensure every customer feels valued and respected.

Day-to-Day

• Address customer inquiries and technical issues promptly across inbound/outbound calls, live chat, video, and ticketing systems.
• Troubleshoot complex technical issues by asking clarifying questions and gathering essential information to pinpoint the root cause.
• Take appropriate, decisive action to resolve customer issues quickly, and smoothly elevate to senior technical staff when necessary.
• Seamlessly reference various resource materials while simultaneously interacting with customers and delivering prompt, accurate support.
• Manage customer expectations by communicating realistic response and resolution times, and follow up in a timely manner to confirm full resolution.
• Conduct technical conversations via phone, chat, or email for up to 8 hours per day in a contact center environment.
• Adhere closely to set break and lunch schedules as determined by business and customer needs.

Your Superpowers

• Exhibit a strong ability to quickly learn and communicate software-related and complex technical concepts clearly to customers.
• Bring exceptional communication skills coupled with a proactive, problem-solving mindset and a genuine passion for helping customers.
• Showcase a proven ability to work effectively and maintain professionalism in a fast-paced, high-pressure environment.
• Demonstrate the capacity to easily read and comprehend complex technical material.
• Exude confidence in your abilities and bring a collaborative passion for contributing to the team's success.
• One of the two openings requires fluency in French to support our French-speaking customer base.

Bonus Points

• Possess previous experience in technical support, which is highly desirable, especially within SaaS or fast-paced support organizations.
• Have background experience working within Learning Management System (LMS) environments.
• Hold a proven ability to consistently manage customer expectations and deliver effective solutions.

Hybrid Work Philosophy

Our team spends three days a week in the office (Tuesday-Thursday) to collaborate, solve problems, and learn from each other. With flexibility the rest of the week, it’s a balance designed to help everyone do their best work and keep growing.

Total Rewards Philosophy

Our Total Rewards Philosophy centers around three core areas to reward and care for our People:

• Competitive pay to reward the impact, skills and traits that fuel our success.
• Programs that support our people’s physical, mental, and financial well-being.
• A culture of trust and empowerment by designing our rewards and benefits with transparency, equity, and flexibility.

Our Promise to You

• Own a piece of the company through our Employee Share Purchase Plan (ESPP) at a 15% discount, plus a competitive compensation package.
• You’ll get access to health benefits, so you can get the care you need when you need it.
• Rest and recharge with paid vacation days, two company-wide Days, floating holidays for cultural celebrations, and your birthday off!
• We provide coverage offering you time with your little one(s).
• Connect with global communities through our Employee Resource Groups and company-wide events.

At the company, we create seamless, AI-powered learning experiences for over 3,000 customers worldwide. We have successfully achieved two IPOs and are growing exponentially. Our team is guided by five core values that shape everything we do. If this resonates with you, now is the perfect time to join one of the fastest-growing learning technology companies in the world.

The company is an Equal Employment Opportunity employer. We are committed to diversity and inclusion in our workforce. All qualified applicants and employees will receive consideration for employment regardless of their race, colour, religion, sex, national origin, citizenship status, age, disability, genetic information, or any other category protected under applicable law.