Learner Support Analyst

Job Description

REQUIREMENTS

• Experience: 1–3 years in customer support, helpdesk ticketing environments, or educational technology support.
• LMS Expertise: Hands-on experience with Docebo (the Academy LMS) is strongly preferred. Comfort navigating LMS dashboards, enrollment data, and learner records is essential.
• Systems Familiarity: Working knowledge of JIRA, shared email inboxes, Slack, webinar platforms, and Google Sheets (data entry, dropdown routing, and tracking). Familiarity with Glider and SmartEval (exam platforms) and Credly (digital credentials) is a plus.
• Communication: Exceptional written communication skills, with the ability to convey technical fixes in an empathetic, clear, and beginner-friendly manner — to both technical and non-technical audiences.
• Organization: A hyper-organized approach to data entry, workflow management, and inbox organization.
• Analytical Problem-Solving: Strong analytical and troubleshooting instincts — you enjoy playing detective to determine whether a problem is user error or a genuine system bug, and you can articulate the difference clearly when escalating

RESPONSIBILITIES

1. Support Ticket Management & Triage

• Multi-Channel First Response: Serve as Tier 1 support across email, Slack, learner forms, webinars, office hours, and live help sessions — meeting learners where they are, in the moment they need help.
• Investigate & Verify: Perform initial diagnostic checks on incoming support tickets. Cross-reference learner data across internal tools (Glider, Credly, IA Dashboard) to check for profile mismatches or enrollment issues.
• Clarification & Education: Determine whether a learner’s issue is a system bug or a misunderstanding of course structure, exam policies, or program logistics.
• Technical Troubleshooting: Guide learners through basic self-service fixes to rule out local environment issues.
• Claim & Category Tagging: Maintain the primary Learner Support spreadsheet dashboard. Assign tickets to yourself, apply precise categorization tags to every ticket, and process “Auto-Resolved” cases cleanly.

2. Inbox Maintenance & Workflow Operations

• Daily Housekeeping: Monitor the main shared inbox daily for new responses on active tickets, ensuring timely and prompt communications.
• Inbox Clearance: Maintain a highly organized workspace by ensuring every processed email is moved to a subfolder or archived — never left sitting in the main inbox.
• Escalation Readiness: When an issue cannot be resolved through standard troubleshooting, gather comprehensive evidence (screenshots, account IDs, reproduction steps) for a clean hand-off.
• JIRA Ownership: Create JIRA stories for escalated technical or content issues, log them in the tracking sheets, and follow up with the Technical Program Manager (TPM) if a ticket shows no movement for more than 7 business days.
• Trend Spotting & Continuous Improvement: Surface recurring issues, share patterns with the team, and recommend process or content improvements that prevent the same tickets from coming back.

3. Content QA & Knowledge Management

• Compliance Checks: Review and QA-check learner-facing content to ensure strict compliance with Legal and Instructional Design (ID) guidelines.
• Weekly Knowledge Capture: Use AI tools (Gemini) to refine raw Slack troubleshooting notes and publish clean, standardized entries into the team’s internal Troubleshooting Playbook.
• FAQ Alignment: Consult and apply the internal FAQ sheet to ensure all learner communications maintain a consistent, approved the Academy brand voice.

4. Community & Campaign Support

• Light Community Moderation: Assist in hands-off monitoring of the Facebook Group to ensure safety and compliance, stepping in with strategic interventions only when a peer-to-peer question goes unanswered for an extended period.
• Program Awareness: Maintain operational awareness of ongoing webinars, Fast Track cohorts, and strategic incentive campaigns in order to accurately answer incoming learner inquiries.

5. Cross-Functional Collaboration

You will act as the vital connector between learners and our internal partner teams, including:

• Technical Program Managers (TPMs) & Engineering: Tracking and escalating system bugs via JIRA.
• Instructional Design (ID): Reporting broken video links, curriculum flaws, and confusing assessment questions.
• Subject Matter Experts (SMEs): Routing highly technical tax or bookkeeping questions that require professional industry verification.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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