Technical Support Specialist (Remote)

We are seeking a Technical Support Specialist to join our remote team and provide exceptional assistance to students, instructors, and administrators using our online learning platform. The ideal candidate will troubleshoot technical issues, ensure smooth platform functionality, and deliver excellent customer support.

Key Responsibilities:

- User Support: Assist students and educators with login issues, course access, and troubleshooting technical difficulties.

- Platform Maintenance: Monitor system performance, report bugs, and collaborate with the development team to resolve issues.

- Training & Documentation: Create guides, FAQs, and tutorials to help users navigate the platform.

- Issue Resolution: Respond to support tickets via email, chat, and phone, ensuring timely resolution of technical concerns.

- System Monitoring: Identify potential issues and work proactively to prevent downtime or disruptions.

- Collaboration: Work closely with the IT and product teams to improve platform stability and user experience.

Required Skills & Qualifications:

Technical Skills:

- Proficiency in troubleshooting common technical issues related to online learning platforms.

- Familiarity with Learning Management Systems (LMS) such as Moodle, Blackboard, or Canvas.

- Basic understanding of web technologies (HTML, CSS, JavaScript) is a plus.

- Experience with helpdesk and ticketing systems (Zendesk, Freshdesk, or similar).

Experience:

- 1-3 years in technical support, customer service, or IT support roles.

- Experience in an EdTech or e-learning environment is a plus.

Soft Skills:

- Strong problem-solving abilities and patience in assisting users.

- Excellent written and verbal communication skills.

- Ability to work independently in a remote setting.