Support users of a leading learning management platform by diagnosing and resolving technical issues through web tickets, phone, and live chat. Engage with administrators, educators, students, and staff to understand problems, provide solutions, and deliver timely updates throughout the resolution process.
Key Responsibilities
- Respond to support requests using a web-based system, phone, or live chat, ensuring clarity and professionalism in every interaction
- Diagnose, replicate, and resolve user issues within the application interface
- Document all troubleshooting steps and resolutions thoroughly and accurately
- Escalate complex technical issues to the next support tier with clear, detailed information
- Provide guidance on platform features and functionality for end users
- Contribute to internal documentation when assigned, helping improve team efficiency
- Support peers through collaboration and knowledge sharing when directed
Qualifications
Candidates must have a high school diploma or equivalent and demonstrate fluency in English with strong written and verbal communication skills. Proven experience in troubleshooting technical issues and working independently in a dynamic environment is essential. You should be comfortable adapting quickly, thinking critically, and maintaining a positive, professional demeanor under pressure.
Preferred experience includes working with educational technology in academic settings, familiarity with cloud-based platforms, and using collaboration tools such as Slack and Jira. Prior instructional experience with digital learning systems is a plus.
Work Environment
This is an onsite role based in Quezon City, requiring availability across a shifting 24/7 schedule to support the APAC region. The workplace emphasizes flexibility, inclusivity, and team support, with resources dedicated to wellness, professional growth, and employee recognition.
Compensation & Benefits
- Competitive salary and participation in the company’s ownership program
- Generous time-off policies, including local holidays and a designated year-end rest period
- Comprehensive wellness and mental health resources
- Access to learning tools, professional development, and tuition support
- Company-issued equipment and technology to enable effective work
- Employee recognition through a peer-driven platform
Company Values
The organization fosters a culture rooted in inclusivity, mutual support, and meaningful collaboration. Diversity is recognized as a driver of innovation and better outcomes. The team values positivity, adaptability, and a sense of humor, creating an environment where people are empowered to do their best work.
Equal Opportunity Employer
The company complies with anti-discrimination laws globally and is committed to fair hiring practices. All candidates must pass a background check. Identity verification is required during the hiring process, and accurate personal and professional information must be provided to proceed.
