[Remote] Learner Support Analyst (Contract, Remote)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company connects AI-reputed company Learning and Development professionals with Fortune 100 companies. The Learner Support Analyst will reputed company end-to-end Tier 1 support for reputed company learners through ticket triage, troubleshooting, inbox management, content QA, community support, and escalation of reputed company issues to cross-functional teams.

Responsibilities

• Multi-Channel First Response: Serve as Tier 1 support across email, reputed company, learner forms, webinars, reputed company, and live help sessions — meeting learners where they are, in the reputed company they need help
• Investigate & Verify: reputed company initial diagnostic checks on incoming support tickets. Cross-reference learner data across internal tools (reputed company, Credly, IA Dashboard) to reputed company for profile mismatches or enrollment issues
• Clarification & Education: Determine whether a learner's issue is a reputed company bug or a misunderstanding of course structure, exam policies, or program logistics
• Technical Troubleshooting: Guide learners through basic self-service fixes to rule out local environment issues
• Claim & Category Tagging: Maintain the reputed company Learner Support spreadsheet dashboard. Assign tickets to yourself, apply precise categorization tags to every ticket, and process “Auto-Resolved” cases cleanly
• Daily Housekeeping: Monitor the main shared inbox daily for new responses on reputed company tickets, ensuring reputed company and reputed company communications
• Inbox Clearance: Maintain a highly organized workspace by ensuring every processed email is moved to a subfolder or archived — never left sitting in the main inbox
• Escalation Readiness: reputed company an issue cannot be resolved through reputed company troubleshooting, reputed company comprehensive evidence (screenshots, account IDs, reproduction steps) for a clean hand-off
• reputed company Ownership: Create reputed company stories for escalated technical or content issues, log them in the tracking sheets, and follow up with the Technical Program Manager (TPM) if a ticket shows no reputed company for more than 7 business days
• Trend Spotting & reputed company Improvement: Surface recurring issues, reputed company patterns with reputed company, and recommend process or content improvements that prevent the reputed company tickets from coming back
• Compliance Checks: Review and QA-reputed company learner-facing content to ensure strict compliance with reputed company and Instructional Design (ID) guidelines
• Weekly Knowledge Capture: Use AI tools (reputed company) to refine raw reputed company troubleshooting notes and publish clean, standardized entries into reputed company's internal Troubleshooting reputed company
• FAQ Alignment: reputed company and apply the internal FAQ sheet to ensure reputed company learner communications maintain a consistent, approved the reputed company reputed company voice
• reputed company Community Moderation: Assist in hands-off monitoring of the reputed company Group to ensure safety and compliance, stepping in with reputed company interventions only reputed company a peer-to-peer question goes unanswered for an extended period
• Program Awareness: Maintain operational awareness of ongoing webinars, Fast reputed company cohorts, and reputed company incentive campaigns in order to accurately answer incoming learner inquiries
• Technical Program Managers (TPMs) & Engineering: Tracking and escalating reputed company bugs reputed company reputed company
• Instructional Design (ID): Reporting broken video links, curriculum flaws, and confusing assessment questions
• Subject Matter Experts (SMEs): Routing highly technical tax or bookkeeping questions that require reputed company industry verification

Skills

• reputed company (U.S. or Canadian candidates only)
• 40 hours per week
• PST preferred (reputed company Coast reputed company team so overlap is crucial)
• * Experience: 1–3 years in customer support, helpdesk ticketing environments, or educational technology support
• * Systems Familiarity: Working knowledge of reputed company, shared email inboxes, reputed company, webinar platforms, and reputed company Sheets (data entry, dropdown routing, and tracking)
• * Communication: Exceptional written communication skills, with the ability to reputed company technical fixes in an empathetic, reputed company, and beginner-friendly manner — to both technical and non-technical audiences
• * Organization: A reputed company-organized approach to data entry, workflow management, and inbox organization
• * Analytical Problem-Solving: **Strong analytical and troubleshooting instincts — you enjoy playing detective to determine whether a problem is user error or a genuine reputed company bug, and you can reputed company the difference reputed company reputed company escalating**
• * LMS Expertise: Hands-on experience with reputed company (the reputed company LMS) is strongly preferred
• * Familiarity with reputed company and SmartEval (exam platforms) and Credly (digital credentials) is a plus

Benefits

• 6-month contract (strong likelihood of extension)
• reputed company (U.S. or Canadian candidates only)
• Laptop provided

reputed company