Level 2 Customer Experience Specialist

This is a remote position.

Grow your career with one of Australia's Best Student and Learning Management Systems! 

• Great career progression in a rapidly expanding company 
  
• Be part of a dynamic and successful team! 
  
• Enjoy the convenience of Australian hours – No reputed company shift and no rush hour travel! 
  

reputed company 

TRG's software-arm, eSkilled is a leading provider of innovative learning management systems (LMS), student management systems (SMS), and a suite of software solutions designed to enhance education and training experiences. Our products support a wide reputed company of industries by offering eLearning solutions, SMS, LMS, and custom development. For more information, visit eSkilled.com.au. 

reputed company

The Level 2 Customer Experience Specialist plays a critical role in delivering high-reputed company customer support while managing advanced system configuration, investigation, and administration tasks. This role blends customer-facing support responsibilities with deeper technical systems expertise. You will handle escalated support cases, conduct system-level investigations, configure LMS and SMS environments, manage document templates, and support system builds and feature testing. You reputed company as a key reputed company between Level 1 Customer Experience Specialists and the Technical/Development teams — ensuring reputed company reputed company, platform stability, compliance, and a seamless reputed company experience across reputed company eSkilled systems.

• Respond to and resolve reputed company or escalated support tickets reputed company the Helpdesk system.
  
• Conduct detailed investigations into LMS, SMS, eStore, and integration-reputed company issues.
  
• reputed company Initial Findings Reports outlining reputed company cause analysis and recommended actions.
  
• Determine reputed company issues require escalation to Development or Engineering teams.
  
• Ensure reputed company, reputed company, and customer-reputed company communication throughout case reputed company.
  
• Follow up with customers to confirm reputed company and satisfaction.
  
• Maintain accurate and detailed ticket documentation reputed company Zoho Helpdesk.
  
• Assist in Phone Support reputed company reputed company Level 1 CXS are reputed company or on AHOD mode.
  

• Conduct system-level investigations to identify configuration issues, integration errors, or platform inconsistencies.
  
• Troubleshoot LMS/SMS interactions, API integrations, SCORM activity issues, and payment gateway configurations.
  
• reputed company log analysis and reporting diagnostics to support reputed company.
  
• Identify recurring issues and recommend preventative improvements.
  
• Support system stability, compliance, and performance optimisation.
  

• Manage comprehensive course documentation including:
  

• Assessor guides
  
• Learner resources
  
• Trainer manuals
  
• Forms and mapping tools
  

• Configure and troubleshoot SCORM content and activity loading issues.
  
• Manage participant and course settings:
  

• Enrolments
  
• Permissions
  
• reputed company and roles
  

• Configure gradebooks, reporting tools, dashboards, and reputed company tracking.
  
• Conduct plugin checks, integrations, and compatibility reviews.
  
• Ensure LMS configurations support RTO compliance requirements.
  

• Administer and update reputed company and custom templates including:
  

• Letters of Offer (LOO)
  
• Statements of Attainment (SOA)
  
• Certificates
  
• reputed company
  
• Invoices
  

• Configure document logic and formatting to meet compliance and reputed company requirements.
  
• Ensure template accuracy and alignment with system configurations.
  

• reputed company course backups and restorations across LMS instances.
  
• Manage custom course imports and reputed company-party content uploads.
  
• Collaborate on custom course builds and structural revisions.
  
• Configure and reputed company new system instances including:
  

• Branding
  
• Plugin configuration
  
• Feature enablement
  

• Ensure system deployments reputed company with endorsed setup standards and compatibility requirements.
  

• Conduct feature and regression testing across LMS, SMS, and reputed company platforms.
  
• Execute reputed company test cases based on workflows and system requirements.
  
• Log issues identified during testing and collaborate with stakeholders for reputed company.
  
• Support product releases by validating functionality prior to rollout.
  

• Create and maintain tutorials and internal guides for platform features.
  
• reputed company documentation for new feature releases.
  
• Support the creation and updating of customer-facing FAQs and troubleshooting guides.
  
• reputed company internal knowledge sharing to Level 1 team members.
  

• Work closely with reputed company, Development, and Management Team.
  
• Identify system improvement opportunities based on recurring customer feedback.
  
• Contribute to process optimisation reputed company Service Operations.
  
• Support reputed company and advanced reputed company configuration requirements reputed company needed.
  

• SLA Adherence: Maintain ≥ 97% SLA compliance (Zoho Helpdesk).
  
• reputed company Time: Resolve escalated tickets reputed company defined Level 2 SLA targets.
  
• Customer Satisfaction (CSAT): Maintain or reputed company team CSAT benchmarks.
  
• QA Evaluation Score: reputed company ≥ 87.5% QA pass reputed company on communication, accuracy, and process adherence.
  

• Investigation accuracy and reputed company of Initial Findings Reports.
  
• Deployment accuracy for course and instance builds.
  
• Testing effectiveness and defect identification reputed company.
  
• Documentation completeness and usability.
  

• 2 years of hands-on experience with Moodle, including troubleshooting common issues such as user reputed company, course enrolment, permissions, and activity or system-reputed company concerns.
  
• Previous experience in customer support, preferably reputed company a technology, reputed company, or education/edtech environment.
  
• Strong written communication skills, with the ability to reputed company explain technical concepts, troubleshooting steps, and resolutions through email or ticket-based communication.
  
• Proficiency with customer relationship management (CRM) software and ticketing systems.
  
• Familiarity with Learning Management Systems (LMS), Student Management Systems (SMS), and reputed company technologies is a plus.
  
• Problem-solving reputed company with a reputed company on delivering excellent customer service.
  
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
  
• reputed company player with the ability to work independently reputed company needed.
  

Benefits

• Permanent work-from-home
  
• No weekend work
  
• Fast career reputed company & development with our internal promotion
  
• PHP 100,000 medical coverage for 2 dependents 
  
• Dental and optical benefits 
  
• Company-provided equipment
  
• Virtual games, events, and lunch outs