Learner Support Analyst (Contract, Remote)

CapeTalent•Indian Harbour Beach, FL

1d•Remote

About The Position

The Learner Success (LS) team serves as the dedicated support and advocacy arm of the our Client's External Academy — the learning platform for our global financial services client, built to prepare aspiring and returning tax and bookkeeping experts for hire. We are the proactive champions who bridge the gap between initial learner discovery and hire-readiness. By managing real-time support, community engagement, and technical troubleshooting, we ensure a frictionless journey from first login through program completion. Once our external learners are successfully hired, they transition to the Client's Internal Academy for product enablement and on-the-job development. We are seeking a highly organized, detail-oriented, and empathetic Learner Support Analyst to manage the end-to-end support lifecycle for our external learners. In this role, you will be the first line of defense for our learning community — investigating issues, guiding learners through basic troubleshooting, keeping our shared inbox meticulously organized, and cleanly escalating complex technical or content issues to our cross-functional engineering and design teams.

Requirements

1–3 years in customer support, helpdesk ticketing environments, or educational technology support.
Hands-on experience with Docebo (the Academy LMS) is strongly preferred. Comfort navigating LMS dashboards, enrollment data, and learner records is essential.
Working knowledge of JIRA, shared email inboxes, Slack, webinar platforms, and Google Sheets (data entry, dropdown routing, and tracking).
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.
A hyper-organized approach to data entry, workflow management, and inbox organization.
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.

Nice To Haves

Familiarity with Glider and SmartEval (exam platforms) and Credly (digital credentials) is a plus.

Responsibilities

Serve as Tier 1 support across email, Slack, learner forms, webinars, office hours, and live help sessions.
Perform initial diagnostic checks on incoming support tickets and cross-reference learner data across internal tools (Glider, Credly, IA Dashboard) to check for profile mismatches or enrollment issues.
Determine whether a learner's issue is a system bug or a misunderstanding of course structure, exam policies, or program logistics.
Guide learners through basic self-service fixes to rule out local environment issues.
Maintain the primary Learner Support spreadsheet dashboard, assign tickets, apply precise categorization tags, and process “Auto-Resolved” cases.
Monitor the main shared inbox daily for new responses on active tickets, ensuring timely and prompt communications.
Maintain a highly organized workspace by ensuring every processed email is moved to a subfolder or archived.
Gather comprehensive evidence (screenshots, account IDs, reproduction steps) for a clean hand-off when an issue cannot be resolved through standard troubleshooting.
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.
Surface recurring issues, share patterns with the team, and recommend process or content improvements.
Review and QA-check learner-facing content to ensure strict compliance with Legal and Instructional Design (ID) guidelines.
Use AI tools (Gemini) to refine raw Slack troubleshooting notes and publish clean, standardized entries into the team's internal Troubleshooting Playbook.
Consult and apply the internal FAQ sheet to ensure all learner communications maintain a consistent, approved the Academy brand voice.
Assist in hands-off monitoring of the Facebook Group to ensure safety and compliance.
Maintain operational awareness of ongoing webinars, Fast Track cohorts, and strategic incentive campaigns.
Act as the vital connector between learners and internal partner teams, including Technical Program Managers (TPMs) & Engineering, Instructional Design (ID), and Subject Matter Experts (SMEs).