We are seeking a highly organised, tech-savvy, and customer-focused Technical Support Officer to join a growing Australian training and education organisation. In this role, you will be responsible for providing technical support to customers, managing LMS operations, maintaining support documentation, and assisting with a variety of IT projects and system improvements. You will act as a key point of contact for technical enquiries, ensuring customers receive timely and accurate support while helping drive continuous improvement across the organisation's technology platforms.

This is a full-time permanent work-from-home role supporting an Australian-based organisation.

Your Client:

Work with a Queensland-based, multi-award-winning training provider making a difference in the Disability and Aged Care sectors across Australia. With a mission to empower communities through accessible and high-quality education, this organisation is rapidly expanding its reach across the country and into global markets. As the organisation continues to grow, technology plays a critical role in delivering exceptional learning experiences and customer support. 

To be successful in this role, you must have the following:

• Bachelor's degree in Information Technology, Computer Science, or a related discipline, or a minimum of 5 years of relevant industry experience.

• At least 3 years of experience in IT Support, Technical Support, Service Desk, LMS Administration, or a similar role.

• Strong understanding of CRM systems and business technologies.

• Proficiency in data analysis, reporting, and Microsoft Office applications.

• Excellent written and verbal communication skills.

• Highly developed technical troubleshooting and problem-solving abilities.

• Strong interpersonal skills and the ability to build effective working relationships.

• Exceptional attention to detail and commitment to accuracy.

• Strong organisational, time-management, and multitasking skills.

• Ability to work independently, manage competing priorities, and consistently meet service levels and deadlines.

• Self-motivated, adaptable, accountable, and committed to continuous improvement.

  
  

Desirable

• Experience with TalentLMS or similar Learning Management Systems.

• Experience creating and maintaining user guides, training materials, and technical documentation.

• Experience delivering customer onboarding, software training, or user education.

• Exposure to automation tools, workflow optimisation, or process improvement initiatives.

• Experience publishing and maintaining online learning content, including SCORM packages.

• Experience supporting Australian organisations or international clients.

• Experience within Customer Experience (CX), Learning & Development (L&D), Training, Education, or the Disability sector.

• Exposure to project coordination and strategic technology initiatives.

Some of the activities you will be involved in will include:

• Acting as the internal Subject Matter Expert (SME) for the organisation's Learning Management System.

• Managing Level 1 and 2 support tickets and ensuring timely resolution.

• Responding to technical support enquiries received through phone, email, ticketing systems, and other support channels.

• Assisting customers with LMS-related technical issues, troubleshooting, and system navigation.

• Maintaining accurate records of support requests, resolutions, and customer interactions within CRM and support systems.

• Creating, updating, and maintaining user guides, support documentation, and knowledge base resources.

• Publishing, maintaining, and updating online courses and learning content in the LMS.

• Preparing and managing SCORM files and course-related content updates.

• Running system automations and completing LMS configuration updates as required.

• Supporting customer onboarding activities and training sessions when required.

• Assisting with strategic IT projects and technology initiatives.

• Monitoring support queues so service levels and customer expectations are exceeded.

• Identifying opportunities to improve customer experience, system performance, and operational efficiency.

• Collaborating with internal teams to deliver technology solutions that support organisational growth and customer success.

Benefits of working with us:

From day 1

• HMO plus 1 FREE dependent from day one!

• Life and Accidental Death Insurance

• Dental benefits

• Fixed weekends off

• 20 days of annual leave

• Observance of Philippine public holidays

• Full remote setup

• Work equipment provided

• Fixed day shift schedule

• Excellent work-life balance

• Birthday lunches

• Employee Appreciation Day getaway party

• Welcome gift on your first day!

If you're looking to elevate your career while enjoying exceptional benefits, this position is ideal for you! Don’t wait—apply today!