Technical Support Associate

Technical Support Associate

Forj is a growth-stage SaaS company with a bold vision for how members will engage and learn in modern communities of practice. By connecting community with learning, our reimagined platform encourages member engagement with content and human connections, leading to a more vibrant community experience that delivers more value to members while helping their organizations grow.

We empower the professionals who make our world better.

Forj is seeking an experienced Technical Support Associate to work directly with our clients to answer inquiries and help with troubleshooting, while providing timely, accurate, and consistent support.

Consider joining us if you are:

• Eager to thrive in a fast-paced, innovative company environment, contributing to a high performing, collaborative team.
• Passionate about our purpose and personally aligned with our values: We forge ahead. We innovate. We build relationships. We learn and grow, always. We win together.
• Self-motivated, resourceful, scrappy and pragmatic when it comes to getting things done.
• A lifelong learner who is always curious and keeps an open mind when solving difficult problems.
• Accountable by taking ownership of support issues, leading to exceptional client satisfaction.
• Detail-oriented with strong organizational skills.
• A skilled communicator with great written and verbal communication abilities, capable of engaging with various audiences, including clients, client-facing teams, colleagues, engineers, and leaders.
• Committed to take initiative, learn from mistakes, and grow both personally and professionally.

In this role, you will:

• Deliver exceptional technical support to Forj clients.
• Provide timely, clear, and professional responses via the Zendesk ticketing system.
• Ensure a consistent and positive support experience that reflects Forj's brand and values.
• Monitor, prioritize, and manage incoming support requests.
• Use Zendesk to categorize and track issues, maintaining service level agreements (SLAs).
• Escalate issues as needed to ensure timely resolution and client satisfaction.
• Troubleshoot and resolve platform issues.
• Provide functional and technical support for both the Forj LMS and Journey by Forj platforms.
• Guide clients through configurations, settings, and usage questions.
• Collaborate with internal teams to address complex issues.
• Partner with Technical Solutions, QA, Product, and Engineering to investigate and resolve escalated cases.
• Offer clear documentation, replication steps, and recommended action items.
• Contribute to knowledge sharing and support resources.
• Document issues and solutions to expand our internal knowledge base.
• Identify gaps in documentation or common client misunderstandings and propose improvements.
• Stay informed on product updates and new features.
• Learn new functionality as it's released to provide accurate, up-to-date support.
• Help clients adopt new tools and workflows successfully.
• Identify and propose improvements to client experience.
• Spot trends in support issues and suggest solutions to reduce friction or prevent recurrence.
• Collaborate with cross-functional teams to implement process enhancements.

We are looking for someone with:

• At least 1 year experience in a client-facing, Technical Support role.
• SaaS experience preferred.
• Post-secondary degree, or equivalent experience.
• Experience using tools like Zendesk, JIRA or similar platforms is preferred.
• eLearning, LMS, Community, or education background is beneficial.
• Degree in Computer Science or IT or like experience and knowledge of computer programming is beneficial.
• Familiarity with HTML, CSS, Javascript, API Integrations and Troubleshooting
• Exposure to SSO, Databases and SQL, integrations, or automation tools like Zapier

This role can be remote or hybrid in the Milwaukee, WI area. Relocation support is not available.