Technical Support Officer

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!