Customer Support Specialist (Open LMS)

This role provides skilled support for customers using Moodle-based Learning Management Systems (LMS) and integrated products. The position involves substantial technical work and communication with both clients and internal teams. Duties include taking ownership, triaging, and responding to tickets within agreed service levels. Provide support via the support portal and follow-up through web conferencing as needed. Review customer tickets for complete information, requesting additional details when necessary. Reproduce, troubleshoot, analyze, and resolve customer issues quickly and professionally. Offer functional support for company-maintained products and services. Collaborate with regional teams to resolve technical problems. Manage customer expectations through regular updates on ticket status. Contribute to knowledge management by creating and updating internal and external documentation. Maintain up-to-date product knowledge and learn new features as required. Maintain a schedule of 10AM-7PM EST.