Senior Support Analyst - Learning Management System (LMS)

• Deliver exceptional customer support to users of the Academy platform, addressing inquiries and resolving issues promptly and effectively.
• Guide users through the onboarding process, ensuring they have a clear understanding of how to navigate and utilize platform features.
• Manage course enrollment processes, ensuring that users are enrolled in their desired courses without delay.
• Monitor and support participant engagement in courses, addressing any technical or procedural challenges that may arise.
• Collaborate closely with technical teams to troubleshoot and resolve any platform-related issues.
• Support and maintain the Learning Management System (LMS), ensuring its continuous operation and efficiency.
• Provide training and guidance to users on how to effectively use the LMS and its features.
• Maintain comprehensive records of user interactions and issues, providing insights and feedback to improve the user experience.
• Assist in the development and updating of user guides and support materials.

Job Requirements:

• 5 years of experience with advanced university degree
• Advanced knowledge of Incident and Request Management, ITIL certifications, and experience in global service desk environments.
• Experience with Learning Management Systems (LMS) customer support such as Moodle, Blackboard, or Canvas would be an advantage.
• Strong technical troubleshooting skills and a good understanding of web-based platforms and desktop technologies (Apple, Microsoft Windows, Android) and browsers.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users

Job Type: Contract
Contract length: 12 months

Pay: RM3,500.00 - RM4,550.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Schedule:

• Monday to Friday