Customer Support Specialist for Moodle-based LMS - Remote

Overview

This role provides skilled support for customers using Moodle-based Learning Management Systems (LMS) and integrated products, involving substantial technical work and communication with both clients and internal teams.

In Short

• Take ownership, triage, and respond to tickets within agreed service levels.
• Provide support via the support portal and follow-up through web conferencing as needed.
• Review customer tickets for complete information, requesting additional details when necessary.
• Reproduce, troubleshoot, analyze, and resolve customer issues quickly and professionally.
• Offer functional support for company-maintained products and services.
• Collaborate with regional teams to resolve technical problems.
• Manage customer expectations through regular updates on ticket status.
• Contribute to knowledge management by creating and updating internal and external documentation.
• Participate in additional projects with manager approval.
• Maintain up-to-date product knowledge and learn new features as required.

Requirements

• Relevant tertiary education/qualifications such as a B.Sc. in Computer Science or equivalent commercial experience.
• General understanding of the function and purpose of Learning Management Systems (preferably Moodle).
• A general understanding of computer networks.
• Interpersonal and customer service skills to ensure positive interactions with customers.
• Multitasking and organizational skills to work on multiple issues at one time.
• Ability to work Independently with minimal supervision as well as collaboratively with representatives and coworkers in other departments.
• Analytical and problem-solving skills to diagnose problems and recommend effective solutions.
• Active listening and communication skills to handle customers who may be upset.
• Strong written and verbal communication skills.
• Fluent written and spoken English, Spanish, and Portuguese.
• Prior experience working in education technology is preferred.
• Technical proficiency with CSS, HTML, jQuery, Javascript, and SQL preferred.

Benefits

• Equal Opportunity Employer.
• Inclusive workplace culture.