Tier 1 Technical Support Specialist

The L1 Support Engineer is responsible for providing technical assistance to end users of a leading Learning Management System (LMS). This role supports faculty, staff, students, LMS administrators, and corporate users by delivering troubleshooting and technical support via phone and chat. The position acts as a liaison between customers and Tier 2 Support during escalations and ensures issues are followed through to resolution.

Job Details

Work setup: Onsite (Exxa)

Schedule: Monday to Sunday | Shifting Schedule (24/7 coverage)

Holiday followed: Agents will work the holidays if their shift lands on the holiday.

Start Date: July 20, 2026

Duration: 2 to 3 months

Responsibilities

Handle support tickets via phone and live chat from faculty, staff, and student end users.

Escalate tickets that cannot be resolved to the Level 2 Support Team.

Provide timely and accurate updates to users.

Thrive in a fast-paced, agile environment requiring critical thinking and adaptability.

Validate and clarify reported issues.

Answer how-to questions related to the LMS platform.

Resolve end-user issues through the system’s user interface when possible.

Replicate, troubleshoot, and document simple bugs.

Maintain thorough, clear, and complete records in the ticketing system.

Ensure a friendly, efficient, and dependable customer experience.

Create and maintain support process documentation when assigned.

Qualifications

High school diploma or equivalent.

Fluent in English with strong reading, writing, and speaking skills.

Strong technical troubleshooting and analytical abilities.

Proven ability to work independently in a self-directed environment.

Ability to think quickly, communicate positively, and work proactively.

Professional demeanor in handling clients and interactions.

Positive attitude and strong team energy.

Additional Requirements

Willingness to undergo a background check and pre-employment medical exam.

Nice to Have

Experience teaching or instructing using educational technology platforms.

Experience supporting educational technology in a school or college setting.

Familiarity with cloud-based technology solutions.

Experience collaborating using tools such as Slack and/or Jira.