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LMS Product Support Analyst
LMS Product Support AnalystAcademy Of Mine • Cherry Hill, NJ, United States
LMS Product Support Analyst

LMS Product Support Analyst

Academy Of Mine • Cherry Hill, NJ, United States
[job_card.variable_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
  • [job_card.permanent]
[job_card.job_description]

Who We Are

Academy Of Mine provides a B2B SAAS Platform, a fully customizable Learning Management System (LMS) provider serving Organizations and Training Providers in areas of Professional Training, Continuing Education, and Certification Based Training. The company is industry agnostic but most of our customers are in fields such as Safety, Compliance, Real Estate, HealthCare, K-12 / School Districts etc.

Our mission to help organizations Scale their Professional Training and Continuing Education business. We are a bootstrapped company with a small team but we pack a punch. Majority of our customers are within North America and Europe with a smaller percentage across rest of the world.

Why Now

We have been in business for a while but really found Product Market Fit (PMF) in the last 2-3 years where we have figured out who our Ideal Customer is. We are now ready to scale our Product and Customers and expanding our Product Support team in house locally in Cherry Hill, NJ.

We’re looking for a Product Support Analyst to join our team as the first line of support for our enterprise SaaS Learning Management System (LMS). You’ll be the bridge between our customers and our engineering team, helping troubleshoot issues, answer complex questions, and make sure every client gets the most value from our platform.

What you will do

  • Serve as the first point of contact for customer support tickets via email or chat.
  • Troubleshoot, investigate, and reproduce product issues.
  • Work closely with the engineering team to document and escalate bugs with clear technical detail.
  • Translate technical issues into easy-to-understand solutions for customers.
  • Write and maintain knowledge base articles, FAQs, and internal troubleshooting guides .
  • Identify recurring issues and provide feedback to improve product quality and customer experience.

Requirements (Please read carefully)

  • US Citizens or Legal Permanent Residents only. We cannot sponsor Visas.
  • This is a hybrid Role and you must be able to work in our Cherry Hill NJ all 5 days a week for first 60 days and then 2-3 days a week (at team's discretion).
  • 1+ years in a Product or Technical Support role ( B2B SAAS experience preferred).
  • Strong analytical and problem-solving mindset.
  • Excellent communication and documentation skills.
  • Ability to learn complex products quickly and think critically under pressure.
  • Can work with a global and remote team (we have team members in US, Europe and India)
  • Bonus points for experience with ed-tech, LMS platforms, APIs, or SQL / database tools..
  • You don't need a lot of structure or a big team to succeed and can work in a scrappy environment. If you have never worked at a startup or for a very small team, please don't apply unless you are one of those corporate people who are itching to get out and do something of their own. You will need to make a case then.

    • Salary and Benefits

  • Base $75,000 / Year (W2). Discretionary Year end bonus possible (depending on performance)
  • 401k Plan with a 4% Employer Match (90 days waiting period)
  • 3 weeks paid vacation plus 10 days of company holidays
  • Sick Leave as per State of NJ Policy
  • HRA plan to reimburse Health Insurance premiums.
  • Once we go hybrid, flexible schedules can be discussed

    • How to Apply

  • Please read the job description carefully to determine if this is a fit on both sides. Then apply for the job and message the Founder directly as well explaining why you are interested.
  • Do not apply if you are not willing to work Hybrid. Please don't ask if this can be fully remote. It can't be.
  • No AI messages please. Those submissions will be rejected immediately.
  • No Freelancers. Full time only.
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