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 β 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 range of industries by offering eLearning solutions, SMS, LMS, and custom development. For more information, visit eSkilled.com.au. Role OverviewThe 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 bridge between Level 1 Customer Experience Specialists and the Technical/Development teams β ensuring timely resolution, platform stability, compliance, and a seamless client experience across all eSkilled systems.
Key Responsibilities:
1. Advanced Customer Support & Escalation (Level 2)
Respond to and resolve complex or escalated support tickets via the Helpdesk system.
Conduct detailed investigations into LMS, SMS, eStore, and integration-related issues.
Provide Initial Findings Reports outlining root cause analysis and recommended actions.
Determine when 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 within Zoho Helpdesk.
Assist in Phone Support when all Level 1 CXS are engaged or on AHOD mode.
2. Systems Investigation & Maintenance
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.
Perform log analysis and reporting diagnostics to support resolution.
Identify recurring issues and recommend preventative improvements.
Support system stability, compliance, and performance optimisation.
3. LMS Administration
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 progress tracking.
Conduct plugin checks, integrations, and compatibility reviews.
Ensure LMS configurations support RTO compliance requirements.
4. SMS Template & Document Management
Administer and update standard and custom templates including:
Letters of Offer (LOO)
Statements of Attainment (SOA)
Certificates
Contracts
Invoices
Configure document logic and formatting to meet compliance and client requirements.
Ensure template accuracy and alignment with system configurations.
5. Course Build & Instance Administration
Perform course backups and restorations across LMS instances.
Manage custom course imports and third-party content uploads.
Collaborate on custom course builds and structural revisions.
Configure and deploy new system instances including:
Branding
Plugin configuration
Feature enablement
Ensure system deployments align with endorsed setup standards and compatibility requirements.
6. Feature Testing & Quality Assurance
Conduct feature and regression testing across LMS, SMS, and related 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.
7. Documentation & Knowledge Development
Create and maintain tutorials and internal guides for platform features.
Develop documentation for new feature releases.
Support the creation and updating of customer-facing FAQs and troubleshooting guides.
Provide internal knowledge sharing to Level 1 team members.
8. Collaboration & Continuous Improvement
Work closely with Customer Success, Development, and Management Team.
Identify system improvement opportunities based on recurring customer feedback.
Contribute to process optimisation within Service Operations.
Support onboarding and advanced client configuration requirements when needed.
Key Performance Indicators (KPIs):
Customer Experience Metrics
SLA Adherence: Maintain β₯ 97% SLA compliance (Zoho Helpdesk).
Resolution Time: Resolve escalated tickets within defined Level 2 SLA targets.
Customer Satisfaction (CSAT): Maintain or exceed team CSAT benchmarks.
QA Evaluation Score: Achieve β₯ 87.5% QA pass rate on communication, accuracy, and process adherence.
Systems & Operational Metrics
Investigation accuracy and quality of Initial Findings Reports.
Deployment accuracy for course and instance builds.
Testing effectiveness and defect identification rate.
Documentation completeness and usability.
Qualifications:
2 years of hands-on experience with Moodle, including troubleshooting common issues such as user access, course enrolment, permissions, and activity or system-related concerns.
Previous experience in customer support, preferably within a technology, SaaS, or education/edtech environment.
Strong written communication skills, with the ability to clearly 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 related technologies is a plus.
Problem-solving mindset 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 when needed.
Benefits
Whatβs in it for You?
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
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