LMS Support Engineer I — Remote, 24x7 Customer Care

Anthology Inc.; Northern (KY); Hybrid; USD 65,000 - 82,000; Full time

Job summary

Anthology Inc. is seeking a Customer Support specialist focused on the Blackboard LMS. You will handle a range of technical issues for university clients, ensuring quick resolution and high satisfaction across a 24x7 support model.

You will troubleshoot diverse web applications and coordinate with product, cloud, and development teams to drive issue resolution and document Known Issues for the knowledge base.

Qualifications

• 2-4 years in a client-facing enterprise product support environment.
• Strong analytical, problem-solving, and client-handling skills.
• Experience working in a self-directed work environment.

Responsibilities

• Manage resolution of technical issues for a defined set of customers (system admins).
• Troubleshoot complex web applications across server, database, OS, and deployment aspects of Blackboard products.
• Provide excellent customer management with clear communication and follow-through.
• Analyze trends and report risks or opportunities to Product Support Management.
• Prioritize issues by severity and maintain updates in the CRM with timely status changes.
• Collaborate with Account Managers, escalation team, Cloud Teams and Developers to resolve issues and contribute to knowledge sharing.
• Draft and review Knowledge Base articles for Known Issues and recurring problems.

Skills

Customer support

Enterprise product

Analytical skills

English fluency

Tools

CRM systems

Job description

Anthology Inc. is seeking a Customer Support specialist focused on the Blackboard LMS. You will handle a range of technical issues for university clients, ensuring quick resolution and high satisfaction across a 24x7 support model.

You will troubleshoot diverse web applications and coordinate with product, cloud, and development teams to drive issue resolution and document Known Issues for the knowledge base.