This is a remote position.
Grow your career with one of Australia's Best Student and Learning Management Systems!
- Great career progression in a rapidly expanding company
- Be part of a dynamic and successful team!
- Enjoy the convenience of Australian hours – No night shift and no rush hour travel!
Company Overview
TRG's software-arm, eSkilled is a leading provider of innovative learning management systems (LMS), student management systems (SMS), and a suite of software solutions designed to enhance education and training experiences. Our products support a wide range of industries by offering eLearning solutions, SMS, LMS, and custom development. For more information, visit eSkilled.com.au.
Role Overview
The Level 2 Customer Experience Specialist plays a critical role in delivering high-quality customer support while managing advanced system configuration, investigation, and administration tasks. This role blends customer-facing support responsibilities with deeper technical systems expertise. You will handle escalated support cases, conduct system-level investigations, configure LMS and SMS environments, manage document templates, and support system builds and feature testing. You act as a key bridge between Level 1 Customer Experience Specialists and the Technical/Development teams — ensuring timely resolution, platform stability, compliance, and a seamless client experience across all eSkilled systems.
Key Responsibilities:
1. Advanced Customer Support & Escalation (Level 2)
- Respond to and resolve complex or escalated support tickets via the Helpdesk system.
- Conduct detailed investigations into LMS, SMS, eStore, and integration-related issues.
- Provide Initial Findings Reports outlining root cause analysis and recommended actions.
- Determine when issues require escalation to Development or Engineering teams.
- Ensure clear, professional, and customer-centric communication throughout case resolution.
- Follow up with customers to confirm resolution and satisfaction.
- Maintain accurate and detailed ticket documentation within Zoho Helpdesk.
- Assist in Phone Support when all Level 1 CXS are engaged or on AHOD mode.
2. Systems Investigation & Maintenance
- Conduct system-level investigations to identify configuration issues, integration errors, or platform inconsistencies.
- Troubleshoot LMS/SMS interactions, API integrations, SCORM activity issues, and payment gateway configurations.
- Perform log analysis and reporting diagnostics to support resolution.
- Identify recurring issues and recommend preventative improvements.
- Support system stability, compliance, and performance optimisation.
3. LMS Administration
- Manage comprehensive course documentation including:
- Assessor guides
- Learner resources
- Trainer manuals
- Forms and mapping tools
- Configure and troubleshoot SCORM content and activity loading issues.
- Manage participant and course settings:
- Enrolments
- Permissions
- Groups and roles
- Configure gradebooks, reporting tools, dashboards, and progress tracking.
- Conduct plugin checks, integrations, and compatibility reviews.
- Ensure LMS configurations support RTO compliance requirements.
4. SMS Template & Document Management
- Administer and update standard and custom templates including:
- Letters of Offer (LOO)
- Statements of Attainment (SOA)
- Certificates
- Contracts
- Invoices
- Configure document logic and formatting to meet compliance and client requirements.
- Ensure template accuracy and alignment with system configurations.
5. Course Build & Instance Administration
- Perform course backups and restorations across LMS instances.
- Manage custom course imports and third-party content uploads.
- Collaborate on custom course builds and structural revisions.
- Configure and deploy new system instances including:
- Branding
- Plugin configuration
- Feature enablement
- Ensure system deployments align with endorsed setup standards and compatibility requirements.
6. Feature Testing & Quality Assurance
- Conduct feature and regression testing across LMS, SMS, and related platforms.
- Execute structured test cases based on workflows and system requirements.
- Log issues identified during testing and collaborate with stakeholders for resolution.
- Support product releases by validating functionality prior to rollout.
7. Documentation & Knowledge Development
- Create and maintain tutorials and internal guides for platform features.
- Develop documentation for new feature releases.
- Support the creation and updating of customer-facing FAQs and troubleshooting guides.
- Provide internal knowledge sharing to Level 1 team members.
8. Collaboration & Continuous Improvement
- Work closely with Customer Success, Development, and Management Team.
- Identify system improvement opportunities based on recurring customer feedback.
- Contribute to process optimisation within Service Operations.
- Support onboarding and advanced client configuration requirements when needed.
Key Performance Indicators (KPIs):
Customer Experience Metrics
- SLA Adherence: Maintain ≥ 97% SLA compliance (Zoho Helpdesk).
- Resolution Time: Resolve escalated tickets within defined Level 2 SLA targets.
- Customer Satisfaction (CSAT): Maintain or exceed team CSAT benchmarks.
- QA Evaluation Score: Achieve ≥ 87.5% QA pass rate on communication, accuracy, and process adherence.
Systems & Operational Metrics
- Investigation accuracy and quality of Initial Findings Reports.
- Deployment accuracy for course and instance builds.
- Testing effectiveness and defect identification rate.
- Documentation completeness and usability.
Qualifications:
- 2 years of hands-on experience with Moodle, including troubleshooting common issues such as user access, course enrolment, permissions, and activity or system-related concerns.
- Previous experience in customer support, preferably within a technology, SaaS, or education/edtech environment.
- Strong written communication skills, with the ability to clearly explain technical concepts, troubleshooting steps, and resolutions through email or ticket-based communication.
- Proficiency with customer relationship management (CRM) software and ticketing systems.
- Familiarity with Learning Management Systems (LMS), Student Management Systems (SMS), and related technologies is a plus.
- Problem-solving mindset with a focus on delivering excellent customer service.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- A team player with the ability to work independently when needed.
Benefits
What’s in it for You?
- Permanent work-from-home
- No weekend work
- Fast career growth & development with our internal promotion
- PHP 100,000 medical coverage for 2 dependents
- Dental and optical benefits
- Company-provided equipment
- Virtual games, events, and lunch outs