LMS Support Specialist – Customer Success Advisor

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

📋 Description

• Act as the main daily contact for LMS administrators and customer users.

• Assist customers with inquiries related to LMS navigation, functionality, reporting, user management, permissions, and system setup.

• Diagnose access problems, password resets, reporting queries, and other platform-related issues.

• Provide outstanding customer support with professionalism, patience, responsiveness, and meticulous attention to detail.

• Educate and guide customers regarding LMS functionalities.

• Evaluate customer issues and either resolve them or escalate to Product, Development, Customer Service, or other internal teams.

• Create, document, monitor, and follow up on support cases.

• Collect relevant information and convey technical issues to internal stakeholders.

• Collaborate with Sales, Customer Service, Product, Development, and other cross-functional teams.

• Keep precise documentation of customer interactions, requests, and the status of issue resolutions.

• Assist with LMS implementations, onboarding activities, customer training, and ongoing platform support.

• Relay customer feedback and identify opportunities to enhance processes and the customer experience.

⛳️ Requirements

• Over 3 years of experience in customer support, technical support, customer success, help desk, software support, or a comparable customer-facing role.

• Experience in supporting a software application, SaaS platform, LMS, or other web-based systems.

• Strong skills in troubleshooting, problem-solving, and issue resolution.

• Exceptional written and verbal communication abilities.

• Capability to explain software functionalities and technical concepts to both technical and non-technical users.

• Excellent organizational skills with remarkable attention to detail and follow-through.

• Ability to juggle multiple priorities while maintaining a customer-centric approach.

• Experience utilizing CRM, ticketing, or case management systems.

• Preferred: experience in supporting or administering an LMS.

• Preferred: experience engaging with business customers, administrators, or in client-facing support roles.

• Preferred: familiarity with Salesforce, Zendesk, Jira, HubSpot, or similar platforms.

• Preferred: experience in documenting bugs, recreating issues, and communicating technical challenges to Product or Development teams.

• Preferred: background in SaaS, online learning, compliance training, workplace safety, or EHS-related sectors.

• Preferred: bachelor's degree or a combination of education and relevant experience.

🏝️ Benefits

• Opportunity to acquire valuable experience in SaaS technology, customer support, and training solutions.

• Collaborative team environment.

• Chance to build expertise in LMS administration and troubleshooting.

• Opportunity to support workforce training and compliance programs.