Job Description
Department: Customer Support
Location: Remote
Job Summary:
The Bridge Technical Support team provides technical assistance to end users of Bridge, as well as integrated and related products within the platform ecosystem. Technical Support Representatives assist a variety of users—including end users, learning management system administrators, and corporate clients—by offering troubleshooting and guidance via phone, web-based tools, and email. They advise clients on product usage, resolve technical issues, and escalate more complex problems when necessary. During escalations, Support Representatives serve as a liaison between customers and Tier 2 Support, ensuring a smooth transition and continuous communication from issue initiation through resolution or escalation.
Please note that some shift patterns will run Monday to Friday, 4:00 PM to 12:00 AM (Colombia Time).
Key Responsibilities:
- Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and end-users.
- When working tickets:
- Validate and clarify the issue reported
- Answer how-to questions
- Fix end-user issues that are resolvable through the Bridge user interface
- Replicate, troubleshoot, and describe simple bugs
- Keep thorough, clear, and complete records in the ticketing system of all actions taken
- Escalate tickets not resolvable at the L1 level to the L2 Support team
- Be friendly, efficient, and dependable, and always provide timely updates to users
- When assigned, create documentation of Support processes
- Perform other duties as assigned by supervisor
Qualifications:
- High School diploma
Preferred Qualifications:
- Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change
Skills:
- Strong technical, troubleshooting, and analytical skills
- Proven ability to function in a self-directed environment
- Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success
- Ability to handle clients professionally during all interactions
- Strong written and verbal communication skills
Key Requirements:
- Must be able to sit for extended periods of time
- Must be able to work remotely and manage tasks and priorities
- Must have the ability to work independently
- Must be able to collaborate in a remote environment
Equal Opportunity Employer:
Learning Technologies Group, LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
