Technical Support Specialist at Auguste… · Remote

Summary: Auguste Escoffier School of Culinary Arts is seeking a Technical Support Specialist to assist students with the learning management system (LMS). This role provides exceptional customer service and technical support, serving as the primary point of contact for students experiencing LMS-related issues. Responsibilities: - Troubleshoots and resolves student technical issues related to the LMS, including platform navigation and assignment submissions, via phone, email, and chat in a timely and professional manner - Assists internal teams when they have students who need help or require information updated within the LMS - Identifies and documents system issues requiring escalation to the engineering or development team - Creates and maintains user accounts; assists with course administration and other LMS-related tasks as needed - Delivers training sessions to students and staff on the use and features of the LMS - Creates and maintains relevant training and support documentation, including knowledge base articles and self-service resources - Contributes to continuous improvement by identifying recurring issues, trends, and opportunities to enhance the student support experience - Works on related tasks and projects as assigned Required Qualifications: - Strong computer, mobile, and tablet functional and navigational skills - Proficiency with Google Workspace, specifically Google Docs and Google Drive - Familiarity with Windows, macOS, and ChromeOS operating systems - A positive, customer-centric attitude with a passion for helping others - Strong communication and teamwork skills with an aptitude for identifying problems and areas of improvement - Flexible and adaptable to evolving responsibilities in a dynamic work environment - Ability to learn quickly, work independently, and take ownership of tasks, processes, and solutions - Reliable internet connection and a suitable home office setup for remote work - Ability to work evenings, weekends, and holidays as needed Preferred Qualifications: - Experience working in an educational environment or EdTech setting - Experience with a learning management system (LMS), particularly Moodle - Familiarity with Salesforce or similar CRM platforms - Exposure to cloud platforms such as AWS - Experience with ticketing or help desk systems Required Skills: Learning Management System (LMS), Google Workspace Important Skills: Windows operating system, macOS operating system, ChromeOS operating system, Salesforce, CRM, Cloud platforms (AWS) Nice-to-Have Skills: Customer service, Quick learner, Communication skills, Teamwork skills, Problem identification, Adaptability Benefits: Medical, dental, vision, life, voluntary life and disability insurance, 401k Retirement Program with an employer match, Enhanced Employee Assistance Program, PTO Program, 11 paid holidays