Learning Support Specialist

Support Specialist

Remote

August 12, 2026

Application ends: November 9, 2026

Job Description

REQUIREMENTS

Associate’s degree or equivalent combination of education and relevant experience required. Information Technology, Business, Education, Learning Technologies, or a related field preferred
Two or more years of experience providing customer service, technical support, learner support, LMS support, or related technology support.
Experience supporting end users, clients, or partners through email, ticketing, helpdesk, service-desk, or similar channels.
Experience troubleshooting user-account, access, enrollment, certificate, transcript, or other software-platform issues.
Experience creating or maintaining support documentation, knowledge-base content, training materials, or standard operating procedures.
Experience using ticketing, reporting, or project-tracking tools to manage requests and document resolutions.

RESPONSIBILITES

Take a “people first” approach by identifying learner and administrator needs and supporting use of LMS features.
Provide learner and administrator support:
- Serve as a point of contact for incoming LMS support requests from learners, National Governing Bodies, out-of-movement organizations, administrators, and internal teams.
- Resolve Tier 1 requests, including password resets, certificate requests, general course-cycle questions, and routine navigation questions.
- Resolve Tier 2 requests, including affiliations, account merges, transcript troubleshooting and corrections, and issues requiring coordination with internal departments.
- Manage assigned email and Jira requests from intake through resolution while meeting established service-level expectations.
- Escalate Tier 3 issues to the Senior Learning Support Specialist with complete documentation, troubleshooting history, and relevant supporting information.
- Identify, accommodate, and respect varying levels of technical literacy.
Support LMS operations:
- Perform day-to-day administration and user support for one or more LMS platforms.
- Support user accounts, learner records, affiliations, account merges, transcript corrections, and routine course administration.
- Assist with course testing, content uploads, system enhancements, and validation of learner-facing functionality.
- Perform routine data-quality checks and system audits and communicate issues requiring senior or vendor support.
- Learn and maintain working expertise in current and future LMS platforms to provide consistent Tier 1 and Tier 2 support.
Documentation and training:
- Create, update, and maintain knowledge-base articles, self-service resources, support procedures, and standard operating documentation.
- Assist with administrator and support-agent training and provide coverage for training sessions when needed.
- Document recurring issues and resolutions to support consistent service delivery.
Reporting and continuous improvement:
- Generate standard LMS reports for internal and external stakeholders and assist with data validation and completion reporting.
- Review support activity to identify recurring issues, trends, and opportunities for process or system improvement.
- Provide testing feedback and guidance on courseware, system changes, and enhancements to improve the learner experience.
Support LMS selection and implementation initiatives, as applicable:
- Participate in internal requirements meetings, vendor demonstrations, and ongoing implementation discussions.
- Assist with meeting notes, requirements documentation, document preparation, proofreading, user acceptance testing, and implementation support.
Collaborate with Technology, Education, Customer Success, vendors, and other stakeholders to support successful platform transitions.
Assist with system audits and after-hours testing or outage support when needed.
Perform other duties as assigned.