Technical Specialist

The Customer Success Team plays a pivotal role in supporting partners while improving the learning experience for all on OpenLearning. As part of this team, the Technical Specialist (L2) provides timely technical support to our diverse user base.
- **Role type**_

Contractor
- **Reports to**_

Head of Customer Success
- **Job location (s)**_

Global
- **Description**_

**About the role**

**This role plays an important part in driving the growth of the company through**:

- Supporting our user base of learners, course creators, and institution administrators to have the best experience in using the OpenLearning platform;
- Collaborating with our internal teams to provide timely support and solutions.

They will work collaboratively as part of the broader OpenLearning Teams to deliver against the company targets, contributing to the continuous improvement processes, and extension into new products and services.**‍**
- **Key accountabilities**_

Product Knowledge:

- Develop and maintain in-depth knowledge of the company's products and services.
- Stay informed about product updates, new features, and industry trends.

Technical Support:

- Provide technical support to customers, both internal and external, regarding product features, functionalities, and usage.
- Troubleshoot and resolve technical issues promptly and effectively.

Customer Engagement:

- Collaborate with the sales and customer success teams to engage with customers during pre-sales and post-sales stages.
- Conduct technical presentations and demonstrations to showcase product capabilities.

Documentation:

- Create and update technical documentation, including user guides, manuals, and FAQs.
- Ensure documentation is clear, accurate, and accessible to both customers and internal teams.

Training and Education:

- Develop and deliver training sessions for internal teams, including sales, customer support, and implementation teams.
- Provide technical training to customers to enhance their understanding and usage of the product.

Product Integration:

- Assist customers with product integration, implementation, and configuration.
- Work closely with development and engineering teams to address integration challenges and provide solutions.

Issue Escalation:

- Serve as a point of escalation for complex technical issues, working closely with the development and engineering teams to find resolutions.
- Collaborate with cross-functional teams to ensure timely issue resolution.

Feedback Collection:

- Gather and relay customer feedback to the product development team for continuous improvement.
- Provide insights into common customer challenges and opportunities for product enhancement.
- Bachelor's degree in a relevant technical field (e.g., Computer Science, Information Technology).
- Min 2 - 5 years of Technical Support experience, with SaaS, Education or Tech Related Industries and early-stage company experience is a plus.
- Proven experience in a technical support or product technical specialist role.
- Strong understanding of the company's products and technical specifications.
- Knowledge of API integrations.
- Excellent communication and presentation skills.
- Problem-solving mindset and ability to troubleshoot technical issues effectively.
- Familiarity with CRM tools and ticketing systems.
- Ability to work collaboratively with cross-functional teams.

**Job Types**: Full-time, Contract
Contract length: 12 months

**Salary**: RM3,000.00 - RM6,500.00 per month

**Benefits**:

- Work from home

Schedule:

- Fixed shift
- Night shift

Application Question(s):

- What is your level of proficiency in English?

**Experience**:

- Technical support: 2 years (preferred)
- Software as a Service (SaaS): 1 year (preferred)