Digital First Support

Impact Futures Group; United States; Remote; USD 42,000 - 60,000; Full time

Benefits offered by this job

25 days holiday plus public and bank

BUPA Healthcare Cashback plan

Enhanced Maternity/Paternity leave

Life Assurance

Refer a friend bonus

Birthday day off

3% pension contribution (NEST)

Job summary

Impact Futures Group is seeking a proactive Digital First Support specialist to join our Quality team in a remote role with occasional travel. You will manage learning systems queries, support Aptem, create learning plans, and train colleagues to build digital confidence.

Reporting to the Learning Systems Lead, you will handle ticketing, perform system administration, data integrity checks and develop user guides, aiming to keep our platforms accurate, user-friendly and aligned with curriculum

Qualifications

• Experience using digital systems, learner management systems or administrative platforms.
• Strong customer service skills and the ability to support a wide range of stakeholders.
• Excellent organisational skills and attention to detail.
• The ability to manage multiple priorities and respond to requests within agreed timescales.
• Strong written and verbal communication skills.
• Good problem-solving and troubleshooting abilities.
• Confidence using digital technologies, online systems and Microsoft Office applications.
• An understanding of data accuracy and quality assurance.
• The ability to work independently, use your initiative and contribute positively as part of a team.

Responsibilities

• Act as the first point of contact for learning systems queries and resolving support tickets within agreed timescales.
• Investigate and troubleshoot platform issues, escalating more complex problems when needed.
• Support the administration and maintenance of learning platforms, including Aptem and associated digital systems.
• Create and maintain learning plans, review templates, programme structures and learner journeys.
• Manage user accounts, permissions and access requests.
• Carry out regular system housekeeping and quality checks to maintain accurate and up-to-date information.
• Support system testing, programme launches, curriculum updates and platform enhancements.
• Build positive relationships with colleagues across the organisation and helping them get the most out of our digital systems.
• Create user guides, FAQs and other helpful resources.
• Support colleague onboarding, system demonstrations and training sessions.
• Identify opportunities to improve processes, system functionality and the overall user experience.
• Explore opportunities to make better use of automation, AI and digital solutions.

Skills

Digital systems

Customer service

Organisational skills

Multitasking

Communication skills

Problem-solving

Tools

Aptem

PASS

Ticketing systems

Job description

Impact Futures Group are looking for a proactive and digitally confident Digital First Support colleague to join our Quality team. This is a fantastic opportunity for someone who enjoys a varied, hands-on digital support role, combining system administration, troubleshooting, data accuracy and colleague training. You'll play an important part in supporting the learning platforms and digital systems used across our organisation, helping colleagues navigate technology confidently and ensuring our systems remain accurate, effective and user-friendly. This is a remote role with occasional travelling for meetings.

The Role

We're looking for someone who is naturally curious about technology, enjoys helping people and takes pride in keeping things organised and running smoothly. Reporting to the Learning Systems Lead, you'll act as the first point of contact for learning systems queries, managing support requests through our ticketing system and resolving issues wherever possible. You'll also support the day-to-day administration and maintenance of our learning platforms, including Aptem, helping to create and maintain learning plans, review templates, programme structures and learner resources. Working closely with teams across Curriculum, Product, Quality and Operations, you'll help ensure our systems reflect curriculum and operational requirements, maintain high standards of data accuracy and support the ongoing development of our digital learning environment. You'll also play a part in helping colleagues build their digital confidence through training, demonstrations, guidance documents and ongoing support.

What You'll Be Doing

You will have a varied role, including:

• Acting as the first point of contact for learning systems queries and resolving support tickets within agreed timescales.
• Investigating and troubleshooting platform issues, escalating more complex problems when needed.
• Supporting the administration and maintenance of learning platforms, including Aptem and associated digital systems.
• Creating and maintaining learning plans, review templates, programme structures and learner journeys.
• Managing user accounts, permissions and access requests.
• Carrying out regular system housekeeping and quality checks to maintain accurate and up-to-date information.
• Supporting system testing, programme launches, curriculum updates and platform enhancements.
• Building positive relationships with colleagues across the organisation and helping them get the most out of our digital systems.
• Creating user guides, FAQs and other helpful resources.
• Supporting colleague onboarding, system demonstrations and training sessions.
• Identifying opportunities to improve processes, system functionality and the overall user experience.
• Exploring opportunities to make better use of automation, AI and digital solutions.

You'll be joining a leading national training provider at an exciting time of growth and expansion, working in a fun and supportive environment in an organisation with a strong focus on people and culture. Expect regular catch-ups and socials with your team, surprises in the post and company-wide social events- we're a friendly bunch!, If you're ready to bring your digital skills, problem-solving mindset and passion for supporting others to a role where you can make an impact, we'd love to hear from you!

Are you someone who loves technology and enjoys helping others get the best out of digital systems? Do you have a knack for troubleshooting problems and finding practical solutions? Are you organised, detail-focused and passionate about making technology work better for everyone?

Essential

• Experience using digital systems, learner management systems or administrative platforms.
• Strong customer service skills and the ability to support a wide range of stakeholders.
• Excellent organisational skills and attention to detail.
• The ability to manage multiple priorities and respond to requests within agreed timescales.
• Strong written and verbal communication skills.
• Good problem-solving and troubleshooting abilities.
• Confidence using digital technologies, online systems and Microsoft Office applications.
• An understanding of data accuracy and quality assurance.
• The ability to work independently, use your initiative and contribute positively as part of a team.

Desirable

• Experience using Aptem, PASS or similar learning management platforms.
• Experience working within apprenticeships, further education, training or work-based learning.
• Experience using ticketing or helpdesk systems.
• Knowledge of learner management and programme administration processes.
• Experience creating training materials, user guides or digital resources.
• An understanding of GDPR and data protection requirements.
• Awareness of AI tools, automation and digital solutions.

At Impact Futures Group, we are passionate about developing people, improving lives and making a difference through education and training. We're a growing organisation where technology plays an increasingly important role in how we support our colleagues, learners and customers. You'll have the opportunity to work with a supportive team, develop your digital skills and contribute to improvements that make a genuine difference across the business., Impact Futures Group; one of the UK's largest independently owned training providers, delivering apprenticeships and vocational qualifications.

• Our expertise is underpinned by our Ofsted Grade 2 'Good' accreditation, and learner-centric delivery is at the heart of our continual operational evolution to ensure our learners receive an outstanding learning journey
• We are the 23rd best large employer in the UK and the 6th best education provider.
• We have been awarded a prestigious 2-star accreditation for been an outstanding company to work for
• 25 days holiday plus public and bank holidays
• 3 additional days of paid leave for Christmas Shut down
• Volunteer day
• Well-being day
• Enhanced Sick Pay
• BUPA Healthcare Cashback plan
• Enhanced Maternity paid leave
• Enhanced Paternity paid leave
• Grandparent paid leave
• Bereavement paid leave
• Life Assurance
• Refer a friend bonus
• Birthday day off
• 3% pension contribution using pension provider NEST
• Shopping discount & cash back platform