Support Representative

General Purpose: We are looking for an entry-level LMS Support Representative who is eager to start or grow a career in learning and talent development technology. 

In this role, you will serve as a first point of contact for clients using their Learning Management Systems (LMS), helping them navigate system functionality, resolve user issues, and apply best practices to support their training programs. This is a functional support role, focused on how the LMS is used to drive business outcomes, not IT infrastructure.

Core Responsibilities:

Client Support & Guidance

• Serve as the primary support contact for LMS users, responding to questions related to system functionality, course setup, and user experience
• Provide clear, business-friendly guidance on how to use LMS features effectively
• Help clients understand how to accomplish training and compliance goals within the platform

Functional Issue Resolution

• Troubleshoot and resolve common LMS issues such as:
  • User access and enrollment questions
  • Course visibility, assignment, and completion tracking
  • Reporting and learner experience concerns
• Escalate complex technical issues to specialized teams when needed

LMS Operations & Administration Support

• Support day-to-day LMS operations, including:
  • Course setup and updates
  • User management and permissions
  • Content organization and maintenance
• Stay informed on new LMS features and updates to proactively support clients

Customer Experience

• Ensure timely resolution of requests and a high level of client satisfaction
• Communicate clearly with both technical and non-technical users
• Follow through on open issues and confirm successful outcomes

Qualifications:

• Experience in researching, analyzing, and interpreting system problems.
• Experience in customer service practices.
• Training in troubleshooting and providing help desk support.
• Experience in customer-facing roles.

Key Skills and Competencies:

• Strong oral and written communication skills.
• Ability to learn quickly.
• Customer service orientation.
• Problem analysis and solving skills.
• Effective team interaction.
• Planning and organizing skills.
• Attention to detail.
• Stress tolerance.