Bachelor's Degree in a related field, 6+ months of customer service experience, Experience with support tools, Industry standard certifications preferred.
Our Mission: Welcome to a new era of learning, where individuals and organizations come to transform goals into measurable success. At ACI Learning, we believe that anything worth doing is worth leading the way—with innovation, exceptional experiences, and impactful results.
We provide a full ecosystem of learning and development solutions that empower people and businesses to lead with confidence, learn with purpose, and achieve outcomes that matter. Join us, and together, we’ll shape the future of skill-building and professional growth.
The ACI Team: Imagine collaborating with over 200 of the
brightest minds who are passionate, grounded, and dedicated to shaping the
future of eLearning. Together, we’re not just a team; we’re a movement in
one of the most exciting times in tech.
Purpose-Driven Culture: At ACI Learning, work isn’t just
a job. It’s a passion we pour into every project, every day. We celebrate
creativity, innovation, and the joy of doing what we love.
Your Opportunity: Are you ready to be part of something
transformative? Dive into a world of collaboration, growth, and endless
potential. Apply now and help lead the change!
ACI Learning is a leading provider of audit, cybersecurity and IT training solutions, empowering individuals and organizations worldwide to improve their technical capabilities and their cybersecurity with compelling and comprehensive training. Our leadership position extends even further to our new SaaS Learning Platform myACI that goes beyond audit, cyber and IT training to provide organizational and individual knowledge assessment, analytics and training delivery with integrated AI to understand capabilities and skill gaps for organizations.
Job Summary:
Provide support to users of our Video on Demand, Insights, and myACI product platforms through chat, email, and phone support. Maintain and administer primary support tools used for user communication to our internal teams. Currently that tool is Intercom. Administer and maintain current support tools.
Key Responsibilities:
User Support
Prompt and courteous customer service.
Provide the best solution for the user's situation.
Actively maintain current and future KPI's related to customer support.
Troubleshooting bugs, errors or reported issues.
Testing beta versions of apps/features and UI/UX updates/releases.
Collaborate with different support specialists to cross train and provide seamless transitions from member to member.
Provide prompt escalation of conversations to non-support teams, setting expectations with user.
Possible weekend support during major product release or very specific situations.
Support Application Management
Maintain user database of active users in support tool.
Keep up to date with current releases and new features. Always looking for ways to support the team.
Maintain articles used by users as well as internal teams.
Maintain automated bots used to provide our users a self-service option for support.
Participate in beta programs for new product releases to ensure support tools are operable and build articles and bots to accommodate the new platform.
Other Duties and Responsibilities
Escalation point of contact for other teams to ensure proper handling of users.
Assist in developing processes and procedures to support entire team and ultimately the users.
Maintain projects and document projects involving multiple departments, platform changes, long term goals.
What’ll You Need (Requirements)
Bachelor's Degree in a related field
Experience related to the position's responsibilities may substitute for the degree requirement on a year-for-year basis.
6+ months of experience in a customer service role
Experience with support tools – online messaging platforms, e-mail client, business phone etiquette
Able to work in rapidly evolving environment
Customer first attitude
What We'd Like You To Have:
Industry standard certifications ( CompTIA A+, Net+, ETC )
Skills Required:
Customer service
Microsoft Office
Monday.com
Jira
Intercom
Typing
Phone etiquette
Why ACI Learning is Your Next Big Move
Comprehensive medical, dental, and vision coverage — starting the 1st of the month after your hire date.
Four weeks of paid parental or medical leave, so you can focus on what
matters most.
Flexible PTO policy, sick time, and eight paid holidays — because we
believe in balance.
401(k) retirement plan with immediate vesting and up to 5% matching
contributions — we invest in your future from day one.
One free course each year after 90 days — advancing your skills is part of
the job.
Tuition assistance to support your continued education and professional
growth.
We are committed to the values of diversity, equity, and inclusion, and strive to ensure that it is interwoven into the fabric of our organization. We support and nourish an inclusive and welcoming environment for employees from diverse backgrounds.
At ACI Learning, we offer a competitive, experience-driven salary range that aligns with your qualifications and contributions. To that end, the posted salary range reflects our most reasonable assumption of pay for this position at the time of posting
Required profile
Experience
Level of experience:Entry-level / graduate
Industry :
Professional Training & Coaching
Spoken language(s):
Check out the description to know which languages are mandatory.
