About the Role
Assist customers with technical inquiries and account support related to a digital learning environment, ensuring timely resolution and clear communication.
Responsibilities
- Respond to customer inquiries via email, chat, and phone
- Diagnose and resolve technical problems with platform access and functionality
- Guide users through navigation of learning tools and features
- Escalate complex technical issues to engineering teams when necessary
- Document support cases and update resolution details in the system
- Follow up with users to confirm issue resolution
- Assist with onboarding new customers to the platform
- Provide feedback to product teams based on user experiences
- Maintain up-to-date knowledge of platform updates and releases
- Support internal teams with user data requests and access issues
- Troubleshoot login and authentication problems
- Assist with content delivery issues including video playback and quiz access
- Explain technical concepts in simple, non-technical language
- Monitor support queues during peak usage times
- Participate in training sessions for new support processes
- Ensure compliance with data privacy policies during support interactions
- Track recurring issues and suggest improvements
- Collaborate with cross-functional teams to enhance user experience
- Maintain accurate records of customer interactions
- Adapt communication style to suit diverse customer needs
Nice to Have
- Experience supporting SaaS platforms
- Background in education or training environments
- Knowledge of common LMS platforms
- Familiarity with basic HTML or debugging tools
- Previous remote support experience
- Multilingual communication abilities
- Experience with Zendesk or similar tools
- Understanding of accessibility standards
- Certifications in customer service or IT support
Compensation
Competitive hourly rate based on experience
Work Arrangement
Remote
Team
Part of a global support team focused on learning platforms
Our Mission
Empower individuals and organizations through accessible learning technology that supports growth and skill development.
What We Value
User-centered support, clear communication, collaboration, accountability, and continuous improvement in service delivery.
Not available
