Job Description

**Technical Support Specialist (LMS Implementation, Remote)**

at Interplay Learning Remote * Weve developed an end-to-end platform from a purpose-built authoring engine (Volt) to a growing catalogue of on-demand simulation content that is both scalable and customizable.

* We leverage leading technology to help the next generation of students and professionals develop advanced skillsets through proprietary experiential learning.

Company Overview:

Interplay Learning sits at the intersection of EdTech, Virtual Reality, and Enterprise Software as it modernizes Learning Management & Content Systems throughout the skilled trade industries.

**Awards & Recognition:**

* Backed by best-in-class VCs, we are positioned for exciting growth

* Prestigious 2020 Innovation Award for SkillMill, our software platform

* from Inc. Magazine in 2020

* Recognized by the on our proprietary VOLT engine

* VR breakthrough has begun at the enterprise level

**Position:** Technical Support Specialist (LMS Implementation)

As part of the Customer Success team, the Tech Support Specialist will provide technical support and assistance to the users of our SaaS learning platform. This particular role will be focused on SCORM and integration with Learning Management Systems.

Candidates local to Austin preferred (employee-led hybrid schedule). However, we will consider 100% remote candidates!

**Why this position:**

Mission-driven company

Dive into VR and 3D design

Ability to make an impact on strategy and process for a fast-growing team

**What you'll do:**

Offer extensive knowledge and experience in the product to resolve issues when liaising with customers and internal team members

Respond to and troubleshoot customer technical issues within the LMS integration before they are escalated to the engineering team

Facilitate the resolution of issues for users and be a liaison between users, customer success team and engineering

Communicate directly with customers verbally and in writing

Recognize and resolve the issues that may appear when it comes to SCORM/LTI/xAPI integration with customer Learning Management Systems

Reporting and adherence to metrics related to ticketing system

Collaborate with product teams to identify and communicate perceived opportunities for process and quality improvements. This includes providing feedback on usage, bugs, and suggested enhancements to our LMS integrations

**Who you are:**

Well-versed in technology with the ability to learn new technologies quickly

Patient and effective communicator

Highly organized, ability to juggle multiple priorities

Eager to learn and provide immediate impact

**Requirements:**

3+ years experience in technical customer support in a SaaS environment

Ability to learn new technologies quickly

Knowledge, understanding and experience with the following:

monitor network traffic in browsers

Internet architecture, including understanding server hosting, firewalls, and domains

PC hardware, including hardware requirements for 3D applications

Windows OS application installation and troubleshooting

iOS and Mobile application building and app store submission

Modifying data in a database and an understanding of database relationships

Modifying configuration files, including the JSON file format

**Interplay Learning Ethos:**

*At Interplay, we love what we do. We embrace our daily challenge to push technological limits to invent better ways to make learning easier and training more powerful. We attract passionate people and invite spirited discourse. We celebrate that our jobs fit our lives, not the inverse. We are uncompromising in our belief that together: we can build better training, build better careers and build better lives for customers and our team.*

**Company Benefits:**

* Generous vacation policy (3 weeks of PTO + week off around the end of year holidays)

* Medical, vision and dental insurance coverage

* 401k

* Private company stock options

* Learning stipend

**Diversity Statement**

*At Interplay Learning, diversity and inclusion are fundamental to who we are and how we operate our business. Were building a diverse workforce that cultivates and supports all individuals for the betterment of each other, our company, and our customers. We believe a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices. Interplay Learning commits to promote and recognize principles of fairness, equity, and social justice in relation to, and across, intersections of race, age, color, disability, faith, religion, ancestry, national origin, citizenship, sex, sexual orientation, social class, economic class, ethnicity, gender identity, gender expression, and all other identities represented among our diverse membership.*

*We strongly encourage people of color, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, and individuals with disabilities to apply. Interplay Learning is an equal opportunity employer and welcomes everyone to our team. If you need any reasonable accommodation at any point in the application or interview process, please let us know.*

**Equal Employment Opportunity**

*Interplay Learning is committed to providing equal employment opportunity (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, pregnancy, marital status, gender identity or expression, status as a veteran, or any other legally protected characteristic or activity in accordance with applicable federal, state and local laws.*

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