[Remote] Learner Support Analyst (Contract, Remote)
Note: The job is a remote job and is open to candidates in USA. CapeTalent connects AI-forward Learning and Development professionals with Fortune 100 companies. The Learner Support Analyst will provide end-to-end Tier 1 support for external learners through ticket triage, troubleshooting, inbox management, content QA, community support, and escalation of complex issues to cross-functional teams.
Responsibilities
- Multi-Channel First Response: Serve as Tier 1 support across email, Slack, learner forms, webinars, office hours, and live help sessions — meeting learners where they are, in the moment they need help
- Investigate & Verify: Perform initial diagnostic checks on incoming support tickets. Cross-reference learner data across internal tools (Glider, Credly, IA Dashboard) to check for profile mismatches or enrollment issues
- Clarification & Education: Determine whether a learner's issue is a system bug or a misunderstanding of course structure, exam policies, or program logistics
- Technical Troubleshooting: Guide learners through basic self-service fixes to rule out local environment issues
- Claim & Category Tagging: Maintain the primary Learner Support spreadsheet dashboard. Assign tickets to yourself, apply precise categorization tags to every ticket, and process “Auto-Resolved” cases cleanly
- Daily Housekeeping: Monitor the main shared inbox daily for new responses on active tickets, ensuring timely and prompt communications
- Inbox Clearance: Maintain a highly organized workspace by ensuring every processed email is moved to a subfolder or archived — never left sitting in the main inbox
- Escalation Readiness: When an issue cannot be resolved through standard troubleshooting, gather comprehensive evidence (screenshots, account IDs, reproduction steps) for a clean hand-off
- JIRA Ownership: Create JIRA stories for escalated technical or content issues, log them in the tracking sheets, and follow up with the Technical Program Manager (TPM) if a ticket shows no movement for more than 7 business days
- Trend Spotting & Continuous Improvement: Surface recurring issues, share patterns with the team, and recommend process or content improvements that prevent the same tickets from coming back
- Compliance Checks: Review and QA-check learner-facing content to ensure strict compliance with Legal and Instructional Design (ID) guidelines
- Weekly Knowledge Capture: Use AI tools (Gemini) to refine raw Slack troubleshooting notes and publish clean, standardized entries into the team's internal Troubleshooting Playbook
- FAQ Alignment: Consult and apply the internal FAQ sheet to ensure all learner communications maintain a consistent, approved the Academy brand voice
- Light Community Moderation: Assist in hands-off monitoring of the Facebook Group to ensure safety and compliance, stepping in with strategic interventions only when a peer-to-peer question goes unanswered for an extended period
- Program Awareness: Maintain operational awareness of ongoing webinars, Fast Track cohorts, and strategic incentive campaigns in order to accurately answer incoming learner inquiries
- Technical Program Managers (TPMs) & Engineering: Tracking and escalating system bugs via JIRA
- Instructional Design (ID): Reporting broken video links, curriculum flaws, and confusing assessment questions
- Subject Matter Experts (SMEs): Routing highly technical tax or bookkeeping questions that require professional industry verification
Skills
- 100% Remote (U.S. or Canadian candidates only)
- 40 hours per week
- PST preferred (West Coast based team so overlap is crucial)
- * Experience: 1–3 years in customer support, helpdesk ticketing environments, or educational technology support
- * Systems Familiarity: Working knowledge of JIRA, shared email inboxes, Slack, webinar platforms, and Google Sheets (data entry, dropdown routing, and tracking)
- * Communication: Exceptional written communication skills, with the ability to convey technical fixes in an empathetic, clear, and beginner-friendly manner — to both technical and non-technical audiences
- * Organization: A hyper-organized approach to data entry, workflow management, and inbox organization
- * Analytical Problem-Solving: Strong analytical and troubleshooting instincts — you enjoy playing detective to determine whether a problem is user error or a genuine system bug, and you can articulate the difference clearly when escalating
- * LMS Expertise: Hands-on experience with Docebo (the Academy LMS) is strongly preferred
- * Familiarity with Glider and SmartEval (exam platforms) and Credly (digital credentials) is a plus
Benefits
- 6-month contract (strong likelihood of extension)
- 100% Remote (U.S. or Canadian candidates only)
- Laptop provided
Company Overview