Global Technical Support Specialist - 24/7 Operations

Are you looking for an opportunity to contribute to a high-energy, dynamic, and fast-paced organization? Are you interested in joining a team where you can contribute to building the fun, people-centric, culture and brand? Then you’re in the right place!

Litmos develops eLearning solutions for top-performing companies. An established leader in the market since 2007, Litmos solutions include an easy-to-use LMS platform, a comprehensive learning content library, services to support success, and integrations with top workflow tools. Thousands of companies trust Litmos to create, curate, and connect learning to employees, customers, and partners. The solutions are used by more than 30 million people in 150 countries, across 35 languages. Find more information at www.litmos.com.

Role Overview

The Global Technical Support Specialist is part of the Company’s global support delivery model, designed to provide continuous, round-the-clock customer support through a coordinated, shift-based operating framework.The Global Technical Support Engineer is accountable for troubleshooting & driving the resolution of product issues while engaging with all levels in the Support & Operations teams and ensuring consistent and up-to-date communication with customers.While the Company operates as a fully remote organisation, this role is employed in India and works as part of a time-zone-aligned support cohort, contributing to global coverage, structured handovers, and operational continuity.

Core Support Responsibilities

• Provide phone, email and chat assistance to customers, consultants and partners on the usage of Litmos products, as part of a global 24/7 support model.
• Analyze configurations, application and system log files to determine the cause of issue.
• Maintain accountability for an issue until the same is resolved.
• Provide a quick solution for already known & documented issues.
• Logically work through problems to determine their cause and how they can be resolved.
• Report errors/bugs to Development.
• Provide consulting for customers on procedural issues and queries.

Collaboration, Communication & Escalation

• Work closely with peers globally to ensure issue resolution in line with SLAs.Proactively communicate client status, concerns and issues to appropriate management team
• Share knowledge & best practices with the team.

Knowledge Management & Continuous Improvement

• Delivery of valuable content for Product Support Knowledge Base.
• Contribute to Technical Knowledge Database.
• Continually develop expertise on new releases and product as demanded by business environment.Global Coverage, Handover & Shift Operations
• Give an accurate daily handover of all business-critical occurrences to peers in other locations across the globe.
• Participate in weekend support coverage as per roster planned globally.
• Work rotational shifts (morning, afternoon, or night) as part of a 24/7 support system.

Educations, skills and competencies

Required skills

• Engineering Bachelor’s degree or Masters in Science (Physics & Mathematics) or Bachelor’s degree in any discipline complemented by equivalent work experience.
• At least 1 year of experience in a customer support environment, SaaS experience a plus
• Excellent English communication - writing and speaking skills.
• Ability to work effectively in a shift-based, global support environment.

Preferred skills

• Working knowledge of of HTML, CSS, JS (Vanilla or jQuery) and REST-based API.
• Working knowledge/hands-on experience on SSO and SAML concepts.
• Awareness about cloud system architecture and SaaS environment
• A good understanding of SQL.
• Experience with any of our Connected Apps is a plus; http://www.litmos.com/marketplace/connected-apps/.
• High attention to detail in identifying root-cause.
• Strong analytical & logical skills.
• Strong problem resolution, analysis and documentation skills.
• Outstanding ability to manage & prioritize own workload/tasks.
• Excellent communication, collaboration skills.
• Working knowledge of Service Management ticketing systems

Salary: ₹700,000 to 900,000 INR plus 10% bonus

As a learning company we believe in the potential of everyone; if you don't have experience in all the details mentioned in this job post, then we still encourage you to apply and we'll get back to you as soon as we can.

We are an equal opportunity workplace employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities.

Applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.