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LMS Customer Support Specialist
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**LMS Customer Support SpecialistRole Overview**
**Key Responsibilities**
- **User Support & Troubleshooting**:
- Diagnose and resolve LMS issues—login failures, course enrollment, payment errors, mobile app bugs.
- Escalate complex or recurring bugs to Product/Engineering with clear steps-to-reproduce, screenshots, and impact analysis.
- **Onboarding & Training**:
- Host weekly live webinars and 1:1 walkthroughs for new teachers/students.
- Create and maintain up-to-date how-to guides, step-by-step video tutorials, and FAQs in both BM & English.
- Track onboarding milestones and verify user competency before granting full system access.
- **System Administration & QA**:
- Manage user accounts: provisioning, password resets, role assignments, course-access settings.
- Perform routine system testing (QA): new feature checks, regression tests, and report any UX or technical gaps.
- Configure and maintain automation rules, enrollment workflows, and assessment parameters.
- **Feedback Collection & Improvement**:
- Proactively survey users after support interactions to measure CSAT (target ≥ 90%) and log pain-points.
- Aggregate feature requests and bug reports; compile a weekly **“Voice of User”** summary for Product.
- Identify recurring issues and propose permanent fixes or process improvements.
- **Performance Reporting**:
- Track support metrics: ticket volume, first-response time, resolution time (≤ 24 hrs), CSAT, and escalation rate.
- Produce a monthly dashboard with trends, root-cause analyses, and recommended action plans.
- Present quarterly support review to Leadership, highlighting wins, challenges, and roadmap alignment.
**Job Types**: Full-time, Part-time, Contract, Freelance, Internship, Fresh graduate, Student job
Contract length: 12 months
Pay: RM1,943.25 - RM3,500.00 per month
Expected hours: 40 per week
**Benefits**:
- Opportunities for promotion
- Professional development
Schedule:
- Monday to Friday
- Night shift
Supplemental Pay:
- Commission pay
- Performance bonus
- Tips
Application Question(s):
- What ticketing or project management tools have you worked with? (e.g. ClickUp, HubSpot, Zendesk, Jira)
- Please explain your past experience with system testing or reporting bugs.
- What is your expected monthly salary?
**Experience**:
- Customer support: 2 years (preferred)
Work Location: In person
