Technical Support Specialist

"Every time people ask me how I'm enjoying my job, the first thing I mention is how much I enjoy working for a company like Absorb. The culture is collaborative and open, the structure is understandable while also providing support, and the company itself is exciting and full of growth. My job within Client Advocacy specifically has been a tremendous experience. I've always had a knack for everything technical, but I've never made it my career, as my education was in other areas. The Client Advocacy team mentored me and helped me develop my skills to where I am now a Technical Specialist, and my knowledge of SAAS has grown exponentially." - Connor Rosine, Client Advocate

Do you have experience providing technical support to external clients in a remote environment? Do you enjoy investigating, researching, troubleshooting, and becoming a detective when needed? Lastly, would you consider yourself a wizard of all things customer service and technology?

As a member of our Client Advocacy team, you are responsible for providing high-quality technical and best-in-class support for the Absorb platform clients. You will address client needs across the world by phone, chats, and desktop sharing, using a support ticket tracking system. The fundamental goal of this position is to help our clients achieve success using our Absorb platform.

Would you like to learn more about Absorb's Client Advocacy team? Check out the video below:

What you'll do:

• Resolving the issues through phone, chat, and email communication channels in a fast paced environment.
• Provide excellent client support by engaging clients, providing clear internal and client-facing communications, conducting investigations, and aiding in quick resolution.
• Troubleshoot and perform in-depth investigations to work towards determining the root cause of client/feature issues, next steps, and deliver solutions based on client needs and concerns.
• Manage customer expectations regarding estimated response times for issue resolution.
• Extensively research and document customer technical issues.
• Successfully act as the advocate and voice for the client while simultaneously acting as the voice of the company to ensure that all communications and interactions are delivered clearly and professionally as issue statuses change and resolutions are confirmed.

What you'll bring:

• 3+ years' experience in a technical support position, (ideally in a SaaS environment) OR in client facing roles (customer service, food and beverage, airlines, etc)
• Basic understanding of core web components.
• Exceptional attention to detail.
• Proven time-management capabilities.
• Excellent communication (both written and verbal) and active listening skills.
• Ability to grasp technical concepts and explain them in simple term.

Additional preferred qualifications:

• Previous LMS/E-Learning experience.
• Technical documentation experience.
• Zendesk, MSSQL, Jira, Confluence experience.
• Previous experience working with remote teams.
• Fluency in other languages (would be a bonus but not required)

Technologies we use:

Absorb LMS, Zendesk, Jira, Confluence, Zoom, MS Office Suite, MSSQL

What we offer:

• Fully remote-first work with flexible work arrangements.
• Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, comprehensive medical and dental benefits based on your country of location.
• New Hire Equipment Allowance and monthly Flex Allowance to support your success. Endless opportunity for career growth and internal mobility.
• Employee driven DE&I programs.

Who are we?

Absorb Software is a remote-first company that provides online training solutions to leading organizations around the world. Absorb is a cloud-based learning management system (LMS) engineered to inspire learning and fuel business productivity. Our online learning platform combines forward-thinking technology built to scale as our customer's organizations grow. We empower learners to enrich their lives, workplaces and communities.

Our values are simple:

• We achieve exceptional results by genuinely caring about each other and the work we do
• We're united, and we grow through our commitment to elevating continual learning!

Absorb is proud to be an equal opportunity employer, we celebrate diversity and are committed to creating a safe and inclusive environment for all our people. All employment decisions are based on business needs, job requirements and individual qualifications. In the event a current Absorb employee would like to apply for this role they will inform their supervisor prior to submitting their application. Successful candidates for this position will be subject to pre-employment background screening, including a criminal record check and must be able to show proof of legal eligibility to work in the country they have applied to without sponsorship.

Should you require any accommodation during the recruitment process, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, please contact us at View email address on click.appcast.io

We use AI tools to support our recruitment process, such as organizing applications and highlighting potential matches based on role requirements. While these tools help streamline our review, all screening and final hiring decisions are made by our recruitment team. We encourage candidates to apply authentically and not rely solely on AI-generated responses in their applications.