Support Executive

• Responding to customer inquiries and technical issues related to the Learning Management System (LMS) via phone, and email, in a timely and professional manner.
• Diagnosing and troubleshooting LMS-related problems, identifying the root cause, and providing effective solutions to customers.
• Assisting customers with LMS configuration, setup, and user management, including account creation, enrollment, and course assignments.
• Guiding customers on how to effectively use the LMS features, such as course content uploading, creating assessments, and generating reports.
• Collaborating with the technical team to escalate complex technical issues and follow up on the resolution with the customer.
• Documenting and maintaining records of customer interactions, issues, and resolutions in the support ticketing system.
• Monitoring the performance and availability of the LMS platform and taking necessary actions to ensure smooth operations.
• Identifying recurring issues and providing feedback to the product development team to improve the LMS functionality and user experience.
• Conducting remote training sessions for customers to enhance their understanding of the LMS features and functionalities.
• Ensuring high levels of customer satisfaction by delivering exceptional customer service and support.

Requirements:

• Proven work experience as a Support Executive or in a similar customer-facing role with experience in supporting Learning Management Systems (LMS).
• Strong aptitude and understanding of Learning Management Systems, e-learning technologies, and related industry standards.
• Excellent communication skills with the ability to articulate technical concepts to non-technical customers effectively.
• Problem-solving skills and the ability to troubleshoot and resolve technical issues independently.
• Strong organizational skills with attention to detail to maintain accurate customer records and track support requests.
• Customer-centric approach with a passion for providing exceptional support and ensuring customer satisfaction.
• Familiarity with various Learning Management System platforms and their functionalities is a plus.
• Bachelor's degree or equivalent experience in a related field is preferred.