[Remote] Learner Support Analyst (Contract, Remote)
Note: The job is a remote job and is open to candidates in USA. CapeTalent is a staffing agency that connects AI-forward Learning & Development professionals with Fortune 100 companies. They are seeking a highly organized and detail-oriented Learner Support Analyst to manage the end-to-end support lifecycle for external learners, ensuring a smooth transition from initial discovery to hire-readiness by providing technical troubleshooting and support.
Responsibilities
- Serve as Tier 1 support across email, Slack, learner forms, webinars, office hours, and live help sessions
- Perform initial diagnostic checks on incoming support tickets
- Determine whether a learner's issue is a system bug or a misunderstanding of course structure, exam policies, or program logistics
- Guide learners through basic self-service fixes to rule out local environment issues
- Maintain the primary Learner Support spreadsheet dashboard
- Monitor the main shared inbox daily for new responses on active tickets, ensuring timely and prompt communications
- Maintain a highly organized workspace by ensuring every processed email is moved to a subfolder or archived
- Gather comprehensive evidence for a clean hand-off when an issue cannot be resolved through standard troubleshooting
- Create JIRA stories for escalated technical or content issues, log them in the tracking sheets, and follow up with the Technical Program Manager
- Surface recurring issues, share patterns with the team, and recommend process or content improvements that prevent the same tickets from coming back
- Review and QA-check learner-facing content to ensure strict compliance with Legal and Instructional Design guidelines
- Use AI tools to refine raw Slack troubleshooting notes and publish clean, standardized entries into the team's internal Troubleshooting Playbook
- Consult and apply the internal FAQ sheet to ensure all learner communications maintain a consistent, approved the Academy brand voice
- Assist in hands-off monitoring of the Facebook Group to ensure safety and compliance
- Maintain operational awareness of ongoing webinars, Fast Track cohorts, and strategic incentive campaigns in order to accurately answer incoming learner inquiries
- Act as the vital connector between learners and our internal partner teams
Skills
- 1–3 years in customer support, helpdesk ticketing environments, or educational technology support
- Hands-on experience with Docebo (the Academy LMS) is strongly preferred
- Comfort navigating LMS dashboards, enrollment data, and learner records is essential
- Working knowledge of JIRA, shared email inboxes, Slack, webinar platforms, and Google Sheets (data entry, dropdown routing, and tracking)
- Exceptional written communication skills, with the ability to convey technical fixes in an empathetic, clear, and beginner-friendly manner — to both technical and non-technical audiences
- A hyper-organized approach to data entry, workflow management, and inbox organization
- Strong analytical and troubleshooting instincts — you enjoy playing detective to determine whether a problem is user error or a genuine system bug, and you can articulate the difference clearly when escalating
- Familiarity with Glider and SmartEval (exam platforms) and Credly (digital credentials)
- PST preferred (West Coast based team so overlap is crucial)
Benefits
- 6-month contract (strong likelihood of extension)
- 100% Remote (U.S. or Canadian candidates only)
- Start date: June 2026
- 40 hours per week
- W2 employment is not available for this engagement
- Heavy Slack collaboration
- Laptop provided
Company Overview