Digital Learning Support Specialist

Job Title:- Digital Learning Support Specialist

Location:- Remote working within India

Reporting to:- Digital Platforms Manager

Employment:- Full time / Permanent

Primary Job Purpose

• To provide an outstanding level of accurate and timely customer service to both external and internal customers while acting as the first point of contact for digital learning support. In addition to day-to-day support, the role will take ownership of QA standards, knowledge base development, and front-line process improvement helping to make support faster, more consistent, and more proactive.
• The postholder will play a key part in supporting new LMS development or migrations, and in identifying opportunities for automation of common support requests.
• All members of the Digital Learning team are expected to dedicate a portion of their time to continuous improvement, including contributing to automation initiatives, process documentation, and platform optimisation to deliver a more efficient and engaging learning experience.

Key Responsibilities

• Act as first point of contact for digital learning support tickets and enquiries.
• Triage and resolve technical support issues, escalating where necessary.
• Provide clear, timely updates to clients and internal stakeholders.
• Assist clients with live troubleshooting over Microsoft Teams when and as needed.
• Create and maintain support documentation, FAQs and quick-response templates to improve first-line resolution.
• Conduct quality assurance checks on SCORM courses and other learning content to ensure learning content is error free (spelling and functionality), platform compatible and consistent with other courses.
• Assist in identifying repetitive tasks suitable for automation, root cause investigation, and support implementation of basic workflows.
• Support internal teams with training to resolve queries.
• Support clients with training when requested or needed on platform functionality.
• Contribute to development or migration activities, which will include testing, documentation and support process refinement.
• Participate in continuous improvement and operational uplift initiatives.

Health and Safety

• Understand and fulfil your health, safety and wellbeing responsibilities and have an adequate level of health and safety competence.To discuss your level of competence and any areas for development regularly with you manager

Skills & Qualifications

• Knowledge of digital learning software and products
• Skills in problem solving and logical approach to troubleshooting
• Excellent organisational and coordination skills, ability to prioritise, multi-task and meet deadlines
• Excellent listening, verbal and written communication skills
• Computer literate with off the shelf systems and evidence of using bespoke systems
• High level of attention to detail
• Strong IT skills
• Excellent time management skills and ability to prioritise
• Salesforce experience and skills in using the CRM effectively
• Ticketing/Support Desk experience
• Knowledge of digital learning development lifecycle and project planning
• Knowledge of Moodle LMS
• Experience using Zendesk or Salesforce Service Cloud
  
  Experience
• 2 years' experience in a similar LMS technical support role
• Understanding complex requests and responding within required deadlines
• Working in an environment where there is a need to assimilate information and make decisions quickly
• Experience of working as part of a team but also independently
• Experience of working under pressure and to strict deadlines
• Experience of using a CRM system
• Proven track record of being customer focussed with a can-do attitude
• Experience of working in a B2B and B2C environment proving high level of customer satisfaction
• Experience of working in a Health and Safety Organisation
• Salesforce experience
  
  Behaviour Competence
• Credible and professional
• Commercially aware with strong business acumen
• Ability to make balanced judgments
• Ability to focus on the 'big' picture
• Ability to articulate effectively
• Adaptable
• Target driven
• Self-Starter / Pro-active
• Problem solver
• Behaviours detailed in the corporate Behavioural Framework