Online Learning Customer Support Analyst

Role: Online Learning Support Analyst

Experience: 1+yrs

Notice period: Only 15-30days

Package: 3-4LPA max

Location: This is an office-based role located in Bangalore

12 years of experience in implementing or managing technology-driven training and online learning solutions.

Work Schedule and Team Collaboration Flexibility to work across various shifts, including those aligned with the US time zone.

Availability to work on weekends, including Saturdays and Sundays, as required.

Strong team player with the ability to collaborate effectively in a dynamic environment.

Interview Mode: Attend face-to-face meetings as required.

Communication Skills: Strong written and oral communication skills are essential for success in this role.

Brief Job Description: The Online Learning Support Analyst will play a key role in overseeing the daily operations of learning processes, applications, and tools, both at an organizational and system-specific level. Reporting directly to the Learning Support Manager, this position ensures the seamless delivery and functionality of our learning platforms.

Detailed Job Description: As an Online Learning Support Analyst, you will be the primary point of contact for resolving post-sales customer inquiries, both technical and non-technical, through phone and electronic communication. Your responsibilities will include troubleshooting and providing guidance on our Digital Learning products and services, ensuring customer satisfaction. You will also act as a liaison between customers and our Support team, while offering internal guidance on escalated issues and diverse customer scenarios.

Responsibilities:

• Organizational Responsibilities Participate in the evaluation and quality assurance of learning content.
• Contribute to process optimization and product improvement initiatives. Assist in strategic planning and business plan development for Digital Learning products and services.
• System-Specific Responsibilities Provide prompt and efficient support for service requests from customers, partners, and employees.
• Plan, create, and manage training events within the learning system.
• Contribute to and manage the Knowledge Bank, ensuring it is up-to-date and accessible.
• Process manual orders and handle special access requests with efficiency and accuracy.
• Develop and execute comprehensive test plans to ensure system functionality and reliability.
• Log, track, and prioritize enhancement requests and system bugs, ensuring timely resolution.
• Diagnose and resolve customer support issues quickly, providing effective solutions.

Qualifications

• Professional Skills Exceptional written and verbal communication abilities. Self-motivated with a proven capacity for mentorship, quick learning, and effective teamwork.
• Strong organizational skills with keen attention to detail. Resilience and adaptability in high-pressure, dynamic environments.
• Demonstrated ability to multitask, manage competing priorities, and meet deadlines.
• Comfortable collaborating across all organizational levels. Professional handling of confidential and proprietary information.
• Consistent adherence to established guidelines and procedures. Strong team player with the ability to collaborate effectively in a dynamic environment.
• Training and Technology Strong understanding of internet technologies and effective strategies for integrating and delivering training content.
• Familiarity with Learning Management Systems (LMS); experience with any platform is a plus. Proficiency in MS Office applications and internet usage.