About the Role
This role involves delivering responsive customer and technical support to learners and administrators using the platform. You will troubleshoot access issues, guide users through learning tools, and ensure a seamless experience across the learning ecosystem.
Responsibilities
- Respond promptly to user inquiries via email, chat, and phone
- Diagnose and resolve technical issues related to platform access and functionality
- Assist learners with account setup, login problems, and password resets
- Guide users through course enrollment and content navigation
- Troubleshoot video playback and media-related issues
- Support administrators with user management and reporting tools
- Document and track support tickets in the case management system
- Escalate complex technical problems to engineering teams
- Provide feedback to product teams based on user-reported issues
- Maintain up-to-date knowledge of platform features and updates
- Assist with onboarding new users to the learning platform
- Clarify course requirements and learning paths to participants
- Monitor user activity for access anomalies or errors
- Verify user identities in compliance with security protocols
- Communicate service outages and scheduled maintenance clearly
- Follow up on unresolved tickets to ensure resolution
- Maintain accurate records of support interactions
- Identify recurring issues and suggest knowledge base improvements
- Support multilingual users when possible
- Ensure all interactions meet service level agreements
- Promote self-service options to reduce ticket volume
- Assist with testing platform updates in staging environments
- Report bugs with clear steps to reproduce
- Collaborate with training teams to improve user documentation
- Maintain professionalism during high-volume support periods
Compensation
Competitive hourly rate based on experience and location
Work Arrangement
Remote, full-time with flexible scheduling options
Team
Part of a global customer support team focused on learning technology
Our Mission
We empower individuals and organizations through accessible learning technology, removing barriers to education and professional growth.
What You’ll Do
- Serve as the first point of contact for users encountering technical or account issues
- Ensure learners can access courses without disruption
- Maintain a positive support experience across all touchpoints
Not available
