Technical Support Officer

Talent Team Services

Compostela

Remote

PHP 300,000 - 480,000

Full time

2 days ago

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Benefits offered by this job

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 public

Full remote setup

Work equipment provided

Fixed day shift schedule

Excellent work-life balance

Birthday lunches

Employee Appreciation Day getaway

Welcome gift on your first day

Job summary

Talent Team Services is seeking a Technical Support Officer in Cebu City for a remote, full-time role to support an Australian-based training and education organisation. You will handle LMS administration, user support, CRM tasks, and run IT projects with a focus on accuracy and customer satisfaction.

The role emphasizes troubleshooting, documentation, onboarding, and collaboration across teams to improve systems and processes while maintaining service levels and timely responses.

Qualifications

Bachelor's degree in IT, CS, or related discipline or 5+ years of relevant industry experience.
At least 3 years in IT/Technical Support, Service Desk or LMS administration.
Strong understanding of CRM systems and business technologies.
Proficiency in data analysis, reporting, and MS Office.
Excellent written and verbal communication skills.
Strong troubleshooting and problem-solving abilities.
Excellent interpersonal skills and ability to build relationships.
Attention to detail and accuracy; strong time-management and multitasking.
Ability to work independently and meet service levels and deadlines.

Responsibilities

Act as the internal SME for the organisation's LMS.
Manage Level 1 and 2 support tickets and ensure timely resolutions.
Respond to technical support enquiries via phone, email, tickets, and other channels.
Assist customers with LMS-related issues, troubleshooting, and navigation.
Maintain accurate records in CRM and support systems.
Create, update, and maintain user guides, support docs, and knowledge base resources.
Publish and update online courses and content in the LMS; manage SCORM files.
Run system automations and LMS configuration updates as required.
Support customer onboarding activities and training sessions.
Assist with strategic IT projects and technology initiatives.
Monitor support queues to maintain service levels.
Identify opportunities to improve customer experience, system performance, and efficiency.
Collaborate with internal teams to deliver technology solutions.

Skills

IT Support

LMS Administration

CRM Systems

Data Analysis

Microsoft Office

Customer Communication

Problem Solving

Education

Bachelor's degree or 5 years experience

Tools

TalentLMS

Job description

Technical Support Officer

Company: Talent Team Services

Job Type: Full Time

Location: Cebu City, Philippines

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.

Activities 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.