Location: Philippines (remote)
Timezone / Working Hours: APAC hours
Contract Type:Full-time Contract, up to 40 hours per week
Japanese language proficiency is preferred for this role
We are hiring on behalf of a client whose leading global platform is focused on helping organizations optimize business decision-making through scenario planning and analysis. The team is dedicated to ensuring customers can stay ahead of the competition and achieve their business goals. What unites the team across geographies is a collective commitment to customer success and a strong, collaborative culture.
Their customers include some of the world's leading companies, and this LMS Administration Support role is critical in providing a seamless and high-quality training experience for all LMS users.
We are looking for a proactive and detail-oriented Level 1 Support Analyst with strong Docebo LMS Administration expertise, to join their remote team. This person will serve as the first point of contact for users of the LMS, ensuring learners; including customers, partners, and employees, have a smooth and successful experience. The ideal candidate thrives in a fast-paced environment, works independently and collaboratively, and is a natural problem solver.
What You'll Do
- Provide Tier 1 Support: Act as the primary liaison for help desk cases related to their Docebo LMS system.
- Case Management & Escalation: Triage and resolve technical issues, escalating complex problems when necessary (e.g., account updates, course access, completion status).
- LMS Administration: Administer and maintain the Docebo LMS system, including updating learner progress and grades, and managing access for employees and contractors.
- Documentation: Maintain and update Help Desk Knowledge Base Articles and job aids.
- Project Support: Support LMS implementation, updates, and modifications.
- Customer Service: Maintain a positive, solution-oriented approach while providing excellent service to all users.
Required Qualifications
- Education & Experience: Bachelor's degree OR 3+ years of relevant experience.
- Customer Experience: Experience in a customer-facing support role, managing questions and troubleshooting via email in a corporate or business environment.
- LMS Experience: Must have hands-on experience working with Docebo LMS as the primary LMS. Experience troubleshooting SSO issues (e.g., Okta) is also preferred.
- Ticketing Systems: Proficiency in ticketing systems such as Salesforce or ServiceNow.
- Technical Skills: Proficient in MS Office Suite (Word, Excel, Outlook).
- Japanese language proficiency is preferred for this role, combined with English fluency
- Problem-Solving: Strong analytical and problem-solving skills, able to manage multiple priorities in a changing environment.
- Work Style: Self-motivated and capable of working independently or as part of a team with minimal supervision.
- Communication: Excellent written communication, including experience creating technical documentation or job aids.
- Critical Thinking: Ability to analyze complex information and solve problems effectively.
