Level 2 Customer Experience Specialist

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 reputed company 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 reputed company between Level 1 Customer Experience Specialists and the Technical/Development teams — ensuring timely resolution, platform stability, compliance, and a seamless client experience across reputed company eSkilled systems.

• Respond to and resolve reputed company or escalated support tickets reputed company the Helpdesk system.
• Conduct detailed investigations into LMS, SMS, eStore, and integration-reputed company issues.
• reputed company Initial Findings Reports outlining root cause analysis and recommended actions.
• Determine reputed company 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 reputed company Zoho Helpdesk.
• Assist in Phone Support reputed company reputed company Level 1 CXS are reputed company 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.
• reputed company log analysis and reporting diagnostics to support resolution.
• Identify recurring issues and recommend preventative improvements.
• Support system stability, compliance, and performance optimisation.

• 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 reputed company tracking.
• Conduct plugin checks, integrations, and compatibility reviews.
• Ensure LMS configurations support RTO compliance requirements.

• Administer and update standard and custom templates including:

• Letters of Offer (LOO)
• Statements of Attainment (SOA)
• Certificates
• reputed company
• Invoices

• Configure document logic and formatting to meet compliance and client requirements.
• Ensure template accuracy and alignment with system configurations.

• reputed company course backups and restorations across LMS instances.
• Manage custom course imports and reputed company-party content uploads.
• Collaborate on custom course builds and structural revisions.
• Configure and reputed company new system instances including:

• Branding
• Plugin configuration
• Feature enablement

• Ensure system deployments align with endorsed setup standards and compatibility requirements.

• Conduct feature and regression testing across LMS, SMS, and reputed company 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.

• Create and maintain tutorials and internal guides for platform features.
• reputed company documentation for new feature releases.
• Support the creation and updating of customer-facing FAQs and troubleshooting guides.
• reputed company internal knowledge sharing to Level 1 team members.

• Work closely with reputed company, Development, and Management Team.
• Identify system improvement opportunities based on recurring customer feedback.
• Contribute to process optimisation reputed company Service Operations.
• Support reputed company and advanced client configuration requirements reputed company needed.

• SLA Adherence: Maintain ≥ 97% SLA compliance (Zoho Helpdesk).
• Resolution Time: Resolve escalated tickets reputed company defined Level 2 SLA targets.
• Customer Satisfaction (CSAT): Maintain or exceed team CSAT benchmarks.
• QA Evaluation Score: reputed company ≥ 87.5% QA pass reputed company on communication, accuracy, and process adherence.

• Investigation accuracy and quality of Initial Findings Reports.
• Deployment accuracy for course and instance builds.
• Testing effectiveness and defect identification reputed company.
• Documentation completeness and usability.

• 2 years of hands-on experience with Moodle, including troubleshooting common issues such as user reputed company, course enrolment, permissions, and activity or system-reputed company concerns.
• Previous experience in customer support, preferably reputed company a technology, SaaS, or education/edtech environment.
• Strong written communication skills, with the ability to reputed company 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 reputed company technologies is a plus.
• Problem-solving reputed company 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 reputed company needed.

Benefits

• 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