[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