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 – 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 Overview

The 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 — 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 ≥ 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 ≥ 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

What’s 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