Learner Support

Mentem; Sydney; Remote; AUD 34,440 - 48,216; Part time

Job summary

Mentem is looking for a Learner Support agent responsible for assisting learners, facilitators, and stakeholders during live sessions and using asynchronous online tools. You will troubleshoot access issues, manage breakout rooms, and handle customer enquiries.

This flexible remote role offers a variable workload and specifically requires availability on Fridays. Ideal candidates are people-oriented, enjoy problem-solving, and are comfortable using tools like MS Teams and Outlook.

Qualifications

• Ability to work independently to a specified process.
• Experience using MS Teams and Outlook.
• You're a people person and enjoy communicating.
• You're patient and enjoy solving problems.

Responsibilities

• Support learners, facilitators, and stakeholders in online sessions.
• Troubleshoot access issues for facilitators and learners.
• Manage functions like breakout rooms and collaborative whiteboards.
• Respond to or escalate Tier 1 customer support enquiries.

Skills

Independently workability

MS Teams proficiency

People skills

Problem-solving skills

Job description

Reporting to the Client Relationship Director, our client success team is responsible for the satisfaction and experience of our clients and learners in Mentem programs.

Our Learner Support agents are responsible for supporting learners, facilitators and stakeholders in Mentem’s live online sessions and asynchronous online learning tools. This involves troubleshooting access issues for facilitators and learners, noting and escalating learner questions or issues, and managing functions like breakout rooms and collaborative whiteboards. They may also be involved in responding to or escalating Tier 1 customer support enquiries via email and simple online tools.

Work arrangements

• This is a fully-remote casual role, with a variable workload (from 0 - 10 hours per week) depending on our project and program timelines
• Workload and schedule will be confirmed on a weekly basis
• Project onboarding Q&A, access to reference materials, and log-in access to required web apps will be provided

Qualifications

• Ability to work independently to a specified process
• Experience using MS Teams and Outlook
• You’re a people person and enjoy communicating
• You’re patient and enjoy solving problems

Additional Information

This is a casual role, we are flexible with working hours and number of hours. We specifically need people who can work Fridays.