The L1 Support Engineer is responsible for providing technical assistance to end users of a leading Learning Management System (LMS). This role supports faculty, staff, students, LMS administrators, and corporate users by delivering troubleshooting and technical support via phone and chat. The position acts as a liaison between customers and Tier 2 Support during escalations and ensures issues are followed through to resolution.
Job Details
Work setup: Onsite (Exxa)
Schedule: Monday to Sunday | Shifting Schedule (24/7 coverage)
Holiday followed: Agents will work the holidays if their shift lands on the holiday.
Start Date: July 20, 2026
Duration: 2 to 3 months
Responsabilidades
- Handle support tickets via phone and live chat from faculty, staff, and student end users.
- Escalate tickets that cannot be resolved to the Level 2 Support Team.
- Provide timely and accurate updates to users.
- Thrive in a fast-paced, agile environment requiring critical thinking and adaptability.
- Validate and clarify reported issues.
- Answer how-to questions related to the LMS platform.
- Resolve end-user issues through the system’s user interface when possible.
- Replicate, troubleshoot, and document simple bugs.
- Maintain thorough, clear, and complete records in the ticketing system.
- Ensure a friendly, efficient, and dependable customer experience.
- Create and maintain support process documentation when assigned.
Qualificações
- High school diploma or equivalent.
- Fluent in English with strong reading, writing, and speaking skills.
- Strong technical troubleshooting and analytical abilities.
- Proven ability to work independently in a self-directed environment.
- Ability to think quickly, communicate positively, and work proactively.
- Professional demeanor in handling clients and interactions.
- Positive attitude and strong team energy.
Additional Requirements
- Willingness to undergo a background check and pre-employment medical exam.
Nice to Have
- Experience teaching or instructing using educational technology platforms.
- Experience supporting educational technology in a school or college setting.
- Familiarity with cloud-based technology solutions.
- Experience collaborating using tools such as Slack and/or Jira.