Learning and Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• As the initial point of contact for customers relying on Poll Everywhere during critical situations, you will address complex issues with efficiency while fostering enduring customer trust.

• Address customer queries through email and inbound phone calls with clarity, empathy, and technical expertise.

• Take ownership of issues from start to finish, handling initial triage, root cause analysis, and resolution.

• Troubleshoot urgent and live scenarios, including screen sharing and real-time escalations.

• Articulate solutions in straightforward terms, enabling customers to tackle similar challenges independently in the future.

• Recognize patterns in recurring tickets and strive to minimize their occurrence through documentation or educational initiatives.

• Highlight product deficiencies, friction points, and customer usage patterns to internal teams.

• Assist customers in maximizing product utilization by creating scalable learning resources — ultimately reducing their dependence on the Support team over time.

• Develop onboarding materials and how-to guides to facilitate new customers’ ramp-up with fewer inquiries.

• Create training materials focusing on common workflows (the "how do I..." questions we frequently encounter).

• Instruct not just on feature functionalities, but also on when and why to implement them for optimal results.

• Conduct live training sessions and webinars, then repurpose them into reusable content.

• Analyze support ticket trends to determine the priority of future content creation.

• Collect feedback on training effectiveness and make regular improvements.

• Alleviate friction throughout the customer journey by developing resources that empower both customers and internal colleagues to succeed.

• Simplify complex setup processes (LMS integrations, SSO, third-party tools) into clear, step-by-step guides.

• Document solutions to common issues to preserve institutional knowledge.

• Enhance existing help documentation based on frequent customer pain points.

• Enable the Customer Support, Customer Success, and Sales teams to troubleshoot and explain features with greater consistency.

• Share real customer case studies and best practices across teams.

• Regularly audit existing resources — refine effective materials and retire those that are not useful.

⛳️ Requirements

• 3–5+ years of experience in an instructional design role at a higher education institution or possess a related Instructional Design certification or degree.

• Experience supporting Fortune 500/enterprise or higher education clients.

• Familiarity with presentation tools, LMS platforms, and/or enterprise IT environments (SSO, MDM).

• Strong troubleshooting abilities across various operating systems, browsers, and software integrations.

• Capable of translating technical concepts into clear, accessible language for non-technical users.

• Experience in creating support documentation, help articles, or training content.

• Comfortable managing issues from start to finish — from reproduction to escalation and customer communication.

• Excellent written and verbal communication skills; empathetic under pressure.

• Self-motivated and organized; able to manage your queue and projects with minimal oversight.

🏝️ Benefits

• Our comprehensive rewards package includes medical, dental, and vision coverage - We cover 100% of your premiums for the base plan and 50% for dependents’ medical enrollment.

• We provide PPO medical, dental, and vision plans along with an HSA/FSA option.

• Up to a $100 monthly company match to your Health Care FSA or HSA account.