Senior Technical Support Analyst

Job Overview:

This is an expert-level position responsible for leading, coaching and mentoring a team of Techincal Support Representatives, answering advanced support requests for the ELB Learning suite of products and services, addressing customers technical queries and concerns while maintaining high customer satisfaction.

Role & responsibilities

Provide training, coaching and mentoring to team members

Perform managerial tasks such as reporting on KPIs and other performance metrics

Provide technical assistance and support to customers, primarily via email

Develop a deep understanding of ELB Learning products and services to offer comprehensive support, guidance, and product-related information to customers

Track, prioritize, update, and manage support tickets using our internal systems, ensuring all issues are addressed within the defined SLAs.

Confirm or correct bug reports from customers

Collaborate with cross-functional teams, including Product Development and Customer Solutions to escalate and resolve complex technical issues efficiently

Ensure timely and effective communication with customers regarding their support requests

Escalate complex issues to Customer Solutions Rep for resolution

Preferred candidate profile

6 to 15 years of experience in product-based technical support

Leadership of a technical support team

Experience with HubSpot and Jira is a plus