Client Advocate
Core
Provide high-quality technical support and troubleshooting for global clients of the Absorb SaaS learning platform via phone, chat, and email.
Role type
Senior IC technical support specialist (SaaS)
Builds
Client success and issue resolution for the Absorb LMS platform
Domain
EdTech / SaaS / Learning Management Systems
Deliverable
client delivery
Required skills
technical troubleshooting, root cause analysis, client communication, time management, technical documentation, web component understanding
Preferred skills
LMS/E-Learning experience, Zendesk, MSSQL, Jira, Confluence, remote team collaboration, multilingualism
Technologies
Absorb LMS, Zendesk, Jira, Confluence, Zoom, MS Office Suite, MSSQL
Responsibilities
Resolve client issues across phone, chat, and email channels; conduct investigations to determine root causes of feature issues; manage customer expectations regarding response times; research and document technical issues; act as the client advocate while communicating company status updates.