Learner Support Analyst

Requirements

Must have:

• 1–3 years of experience in customer support, helpdesk ticketing, or educational technology support.
• Strong preference for hands-on experience with Docebo or a similar learning management system (LMS), including navigating learner records, enrollment data, and LMS dashboards.
• Working knowledge of JIRA, shared inbox tools, Slack, webinar platforms, and Google Sheets for tracking and data entry.
• Familiarity with platforms such as Glider, SmartEval, and Credly is a plus.
• Excellent written communication skills with the ability to explain technical information in a clear, empathetic, beginner-friendly way.
• Highly organized approach to inbox management, task tracking, and data accuracy.
• Strong analytical and troubleshooting ability, with sound judgment to distinguish user error from system defects.
• Comfortable collaborating with technical and non-technical partners across multiple functions.
• This is a contract engagement for experienced freelancers or independent contractors; W2 employment is not available.
• Candidates must be based in the U.S. or Canada and able to work remotely with significant overlap to Pacific Time.
• Availability for a 6-month contract, with a strong possibility of extension, and a 40-hour workweek.
• Experience supporting online learning communities, webinar-based programs, or learner-facing operations is advantageous.

Responsibilities

• Serve as Tier 1 support across email, Slack, learner forms, webinars, office hours, and live help sessions.
• Investigate incoming support requests, run initial diagnostics, and verify learner data across internal systems.
• Determine whether an issue is caused by a technical defect or by misunderstanding of course policies, structure, or logistics.
• Guide learners through basic troubleshooting steps to rule out local setup or environment issues.
• Manage the primary learner support tracker, assign ownership, apply accurate tags, and process auto-resolved cases.
• Monitor the shared inbox each day, respond promptly, and keep the inbox clean by archiving or filing completed messages.
• Gather clear escalation details such as screenshots, account information, and reproduction steps when a case requires further support.
• Create and document JIRA tickets for escalated technical or content issues and follow up on stalled items.
• Identify recurring problems, share insights with the team, and recommend improvements to content or support workflows.
• Review learner-facing materials for compliance with Legal and Instructional Design standards.
• Use AI-assisted tools to transform raw troubleshooting notes into polished knowledge base entries.
• Maintain consistency with the approved Academy voice by referencing internal FAQ and guidance materials.
• Provide light moderation support for the Facebook community and step in when questions remain unanswered for too long.
• Stay aware of webinars, Fast Track cohorts, and incentive campaigns so we can answer learner questions accurately.
• Collaborate closely with Technical Program Managers, Engineering, Instructional Design, and Subject Matter Experts to route issues and resolve learner needs.

Company

We are a remote, AI-forward staffing and support organization connecting Learning and Development talent with Fortune 100 companies. In this role, you will join our Learner Success team, which supports our client's External Academy for a global financial services environment focused on preparing aspiring and returning tax and bookkeeping professionals for hire.

Once learners are hired, they move into the client's Internal Academy for product enablement and on-the-job development. This is a 6-month contract with strong extension potential, offered on a 1099 or C2C basis, with full-time hours, a laptop provided, and compensation of $25 to $30 per hour depending on experience. We operate remotely across the U.S. and Canada, with Pacific Time overlap preferred, and expect heavy collaboration in Slack.