Technical Support Specialist

Description:

The Tech Support Specialist is responsible for assisting students with the learning management system (LMS) through exceptional customer service, product knowledge, and technical support. This role serves as the primary point of contact for students experiencing issues with the LMS, including navigating the platform and submitting assignments, while also supporting internal teams that require LMS assistance on behalf of students.

Essential Duties and Responsibilities:

• Troubleshoots and resolves student technical issues related to the LMS, including platform navigation and assignment submissions, via phone, email, and chat in a timely and professional manner
• Assists internal teams when they have students who need help or require information updated within the LMS
• Identifies and documents system issues requiring escalation to the engineering or development team
• Creates and maintains user accounts; assists with course administration and other LMS-related tasks as needed
• Delivers training sessions to students and staff on the use and features of the LMS
• Creates and maintains relevant training and support documentation, including knowledge base articles and self-service resources
• Contributes to continuous improvement by identifying recurring issues, trends, and opportunities to enhance the student support experience
• Works on related tasks and projects as assigned

Requirements:

• Strong computer, mobile, and tablet functional and navigational skills
• Proficiency with Google Workspace, specifically Google Docs and Google Drive
• Familiarity with Windows, macOS, and ChromeOS operating systems
• A positive, customer-centric attitude with a passion for helping others
• Strong communication and teamwork skills with an aptitude for identifying problems and areas of improvement
• Flexible and adaptable to evolving responsibilities in a dynamic work environment
• Ability to learn quickly, work independently, and take ownership of tasks, processes, and solutions
• Reliable internet connection and a suitable home office setup for remote work
• Ability to work evenings, weekends, and holidays as needed

Preferred:

• Experience working in an educational environment or EdTech setting
• Experience with a learning management system (LMS), particularly Moodle
• Familiarity with Salesforce or similar CRM platforms
• Exposure to cloud platforms such as AWS
• Experience with ticketing or help desk systems

Physical Demands:

Nature of work requires an ability to operate standard business equipment including a computer, keyboard, mouse, headset, and webcam. Sitting for extended periods of time; up to 8 hours of computer and/or phone work daily.

Working Conditions:

This is a fully remote position. The employee is expected to maintain a dedicated, professional workspace with reliable high-speed internet access.

OTHER DUTIES:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

The expected hourly range for this position is between $23.00 and $25.00/hour. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits. Escoffier offers a robust suite of benefits including:

• Medical, dental, vision, life, voluntary life and disability insurance
• 401k Retirement Program with an employer match
• Enhanced Employee Assistance Program
• PTO Program
• 11 paid holidays

Triumph Higher Education LLC and its Companies are an Equal Opportunity Employer. The Company does not discriminate on the basis of race, religion, color, gender, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. Triumph Higher Education LLC and its affiliates are Drug Free Workplaces.