Technical Support Officer

About the 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.

Key responsibilities

• 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

About you

• 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

Benefits

• 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

About us

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.