Remote Learning Technical Support Specialist

Location: Remote
Annual Salary: $94,174

Job Overview

We are seeking a highly skilled and dedicated Remote Learning Technical Support Specialist to join our team. This role plays a critical part in supporting the technical needs of students, educators, and staff involved in online learning environments. The ideal candidate will possess a deep understanding of learning management systems (LMS), troubleshooting technical issues, and providing exceptional customer service. This position is ideal for someone who is technically proficient, detail-oriented and thrives in a remote working environment.

Key Responsibilities

1. Technical Support for Learning Platforms

• Provide real-time, responsive technical support for online learning platforms, including Learning Management Systems (LMS) such as Canvas, Blackboard, Moodle, and others.
• Assist users with issues related to access, navigation, content uploads, downloads, and course assignments.
• Troubleshoot problems with multimedia elements such as videos, audio, and interactive activities to ensure smooth online learning experiences.
• Ensure the proper functioning of integrations between LMS and other tools such as Zoom, Microsoft Teams, Google Classroom, and other third-party applications.

2. End-User Assistance

• Provide first-line support for students, faculty, and administrators regarding technical issues with online course materials, accounts, and software tools.
• Resolve common issues such as password resets, browser compatibility, network connectivity, and general troubleshooting.
• Offer personalized support through various channels, including phone, email, and chat, ensuring timely resolution of issues.

3. System Monitoring and Maintenance

• Monitor the performance and availability of online learning systems, identifying and resolving any technical issues before they impact users.
• Collaborate with IT and other technical teams to ensure that LMS platforms are updated regularly, patches are applied, and issues are addressed promptly.
• Identify patterns of user issues and work to prevent recurrence through system improvements and proactive communication.

4. User Training and Documentation

• Develop and deliver training programs, workshops, and tutorials to help users navigate learning platforms effectively.
• Create comprehensive, easy-to-understand guides, FAQs, and documentation for common technical issues and platform usage.
• Conduct webinars and virtual office hours to assist users in understanding and utilizing new features or updates to the platform.

5. Collaboration and Communication

• Work closely with educators and instructional designers to ensure that technical aspects of course materials, such as quizzes, forums, and multimedia, function as intended.
• Act as a liaison between technical teams and non-technical staff, ensuring clear communication and understanding of technical needs.
• Collaborate with internal teams to test new features, tools, and system enhancements before deployment to ensure functionality and user-friendliness.

6. Incident Reporting and Escalation

• Log, track, and monitor the progress of all support tickets, ensuring they are resolved on time.
• Escalate complex technical issues to higher-level IT support or external vendors when necessary and follow up to ensure a successful resolution.
• Maintain detailed records of all technical incidents, solutions, and system changes for future reference and reporting.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Educational Technology, or a related field.
• Minimum of 3 years of experience in technical support, preferably within an online education or e-learning environment.
• Proficiency in learning management systems such as Canvas, Blackboard, Moodle, or other similar platforms.
• Strong knowledge of video conferencing tools such as Zoom, Microsoft Teams, and Google Classroom.
• Experience with HTML, CSS, JavaScript, or other web technologies is preferred.
• Strong troubleshooting skills with a solution-oriented mindset.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• High level of organization, attention to detail, and time management skills.
• Ability to work independently and manage multiple support requests in a remote work environment.

Preferred Qualifications

• Certifications in LMS platforms (Canvas, Blackboard, Moodle) or relevant technical certifications (CompTIA, Microsoft, Google).
• Experience working in an educational institution, supporting online learning environments.
• Familiarity with database management and scripting for automation.
• Strong understanding of e-learning best practices, accessibility standards, and online course development.
• Ability to thrive in a fast-paced, evolving remote environment.

Key Competencies

• Problem-Solving: Ability to quickly assess and resolve technical issues, often under pressure.
• Customer Service: Strong interpersonal skills with a focus on providing excellent service to users at all skill levels.
• Adaptability: Ability to adapt to new technologies, tools, and software platforms as needed.
• Collaboration: Willingness to work cross-functionally with various departments and teams to ensure system efficiency and user satisfaction.
• Attention to Detail: Meticulous and focused, ensuring that even small issues are identified and resolved effectively.

Benefits

• Competitive salary of $94,174 annually.
• Flexible work-from-home schedule.
• Health, dental, and vision insurance.
• 401(k) with employer match.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development opportunities and access to ongoing training.

This is an exciting opportunity for an experienced Technical Support Specialist who is passionate about technology and education. Join our team and contribute to shaping the future of remote learning!