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.
* 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.
2. LMS Administration
* Assessor guides
* Learner resources
* Trainer manuals
* Forms and mapping tools
* Configure and troubleshoot SCORM content and activity loading issues.
* Manage participant and course settings: 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.
3. SMS Template & Document Management
* Administer and update standard and custom templates including letters of offer (LOO), statements of attainment (SOA), certificates, contracts.
* Configure document logic and formatting to meet compliance and client requirements.
* Ensure template accuracy and alignment with system configurations.
4. 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.
* Ensure system deployments align with endorsed setup standards and compatibility requirements.
5. 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.
6. 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.
* 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
* 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.
What's in it for You?
* Permanent work‐from‐home
* Fast career growth & development with our internal promotion
* PHP 100,000 medical coverage for 2 dependents
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