About Learn to Win:

Learn to Win is a software platform that unlocks the untapped expertise in every organization. We’re focused on the Last Mile of learning: the critical operational knowledge that drives performance - but is rarely taught.

Our platform makes it simple for anyone to build a lesson quickly and easily. And our technology draws from proven learning science principles to make training more effective for everyone. Our learners consume content in bite-sized chunks - in the flow of work, and on any device.

We work with hundreds of customers: Fast-food chains up-leveling workers on drive-thru management, NFL teams training on playbooks and scouting reports, tech companies onboarding new engineers, pharmaceutical companies readying sales reps for new product releases, and Air Force pilots drilling on emergency procedures.

About the role:

The Customer Support Associate provides support for technical queries from customers related to the Learn to Win platform via various support channels as well as providing resolution for escalated technical issues. Additionally, the Customer Support Associate will look for solutions to problems and propose process improvements, as appropriate.

Job Responsibilities:

Gather the required information necessary in order to best handle customer software and technical inquiries
Resolve software and technical questions for customers efficiently and effectively through phone, chat, and email
Meet SLAs such as response and resolution times
Support CSMs as needed to explain technical aspects of the platform
Research and document customer technical issues in Jira and Slack
Collaborate with cross-functional team members to properly manage customer inquiries and escalate when appropriate
Create documentation and communications to help customers understand product features, such as managing the external Help Center and creating initial drafts of product update emails
Document solutions for knowledge-base and bring new ideas for innovation and automation excellence to the team
Run reports for types of issues and proactively determine the next best steps for preventing commonly reported issues
Share quarterly and annual support data internally to company stakeholders
Support sales and CSMs by creating custom demo or customer content