Software Support for LMS Platforms

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Requirements:

• 2+ years of experience in customer support, ideally with Freshdesk or similar software.
• Proficient in spoken and written English with strong communication skills.
• Experience with Knowledge Centered Support (KCS) methodology is highly preferred.
• Skilled in technical writing with the ability to create user-friendly documentation.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and collaboratively in a remote team environment.

Responsibilities:

• Respond to and resolve customer inquiries through Freshdesk and phone support.
• Develop and update end-user documentation for platform features.
• Maintain internal knowledge base articles for team use.
• Utilize KCS principles to capture and update knowledge.
• Identify recurring issues and escalate them appropriately.
• Collaborate with product and development teams on updates and common issues.