[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.ResponsibilitiesServe as Tier 1 support across email, Slack, learner forms, webinars, office hours, and live help sessionsPerform initial diagnostic checks on incoming support ticketsDetermine whether a learner's issue is a system bug or a misunderstanding of course structure, exam policies, or program logisticsGuide learners through basic self-service fixes to rule out local environment issuesMaintain the primary Learner Support spreadsheet dashboardMonitor the main shared inbox daily for new responses on active tickets, ensuring timely and prompt communicationsMaintain a highly organized workspace by ensuring every processed email is moved to a subfolder or archivedGather comprehensive evidence for a clean hand-off when an issue cannot be resolved through standard troubleshootingCreate JIRA stories for escalated technical or content issues, log them in the tracking sheets, and follow up with the Technical Program ManagerSurface recurring issues, share patterns with the team, and recommend process or content improvements that prevent the same tickets from coming backReview and QA-check learner-facing content to ensure strict compliance with Legal and Instructional Design guidelinesUse AI tools to refine raw Slack troubleshooting notes and publish clean, standardized entries into the team's internal Troubleshooting PlaybookConsult and apply the internal FAQ sheet to ensure all learner communications maintain a consistent, approved the Academy brand voiceAssist in hands-off monitoring of the Facebook Group to ensure safety and complianceMaintain operational awareness of ongoing webinars, Fast Track cohorts, and strategic incentive campaigns in order to accurately answer incoming learner inquiriesAct as the vital connector between learners and our internal partner teamsSkills1–3 years in customer support, helpdesk ticketing environments, or educational technology supportHands-on experience with Docebo (the Academy LMS) is strongly preferredComfort navigating LMS dashboards, enrollment data, and learner records is essentialWorking 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 audiencesA hyper-organized approach to data entry, workflow management, and inbox organizationStrong 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 escalatingFamiliarity with Glider and SmartEval (exam platforms) and Credly (digital credentials)PST preferred (West Coast based team so overlap is crucial)Benefits6-month contract (strong likelihood of extension)100% Remote (U.S. or Canadian candidates only)Start date: June 202640 hours per weekW2 employment is not available for this engagementHeavy Slack collaborationLaptop providedCompany OverviewAt CapeTalent, we are an AI-forward Learning & Development staffing partner specializing in contract placements, project-based engagements, and direct-hire placements for Fortune 500 and high-growth organizations. It was founded in 2022, and is headquartered in Orlando , FL, US, with a workforce of 11-50 employees. Its website is https://www.CapeTalent.com.