Remote Learner Support Analyst (Contract, Remote)
Learner Support Analyst (Contract, Remote)isn't your average staffing agency. We connect AI-forward Learning & Development professionals with Fortune 100 companies who are shaping the future.1099 or C2C Contract Details (No W2)This role is structured for experienced freelancers and independent contractors. 6-month contract (strong likelihood of extension)~100% Remote (U.The Learner Success (LS) team serves as the dedicated support and advocacy arm of the our Client's External Academy — the learning platform for our global financial services client, built to prepare aspiring and returning tax and bookkeeping experts for hire. By managing real-time support, community engagement, and technical troubleshooting, we ensure a frictionless journey from first login through program completion.We are seeking a highly organized, detail-oriented, and empathetic Learner Support Analyst to manage the end-to-end support lifecycle for our external learners. In this role, you will be the first line of defense for our learning community — investigating issues, guiding learners through basic troubleshooting, keeping our shared inbox meticulously organized, and cleanly escalating complex technical or content issues to our cross-functional engineering and design teams.Support Ticket Management & TriageServe as Tier 1 support across email, Slack, learner forms, webinars, office hours, and live help sessions — meeting learners where they are, in the moment they need help.Investigate & Verify: Perform initial diagnostic checks on incoming support tickets. Cross-reference learner data across internal tools (Glider, Credly, IA Dashboard) to check for profile mismatches or enrollment issues.Determine whether a learner's issue is a system bug or a misunderstanding of course structure, exam policies, or program logistics.Technical Troubleshooting: Guide learners through basic self-service fixes to rule out local environment issues.Claim & Category Tagging: Maintain the primary Learner Support spreadsheet dashboard. Assign tickets to yourself, apply precise categorization tags to every ticket, and process "Auto-Resolved" cases cleanly.Inbox Maintenance & Workflow OperationsDaily Housekeeping: Escalation Readiness: When an issue cannot be resolved through standard troubleshooting, gather comprehensive evidence (screenshots, account IDs, reproduction steps) for a clean hand-off.Create JIRA stories for escalated technical or content issues, log them in the tracking sheets, and follow up with the Technical Program Manager (TPM) if a ticket shows no movement for more than 7 business days.Surface recurring issues, share patterns with the team, and recommend process or content improvements that prevent the same tickets from coming back.Content QA & Knowledge ManagementCompliance Checks: Review and QA-check learner-facing content to ensure strict compliance with Legal and Instructional Design (ID) guidelines.Weekly Knowledge Capture: Use AI tools (Gemini) to refine raw Slack troubleshooting notes and publish clean, standardized entries into the team's internal Troubleshooting Playbook.Consult and apply the internal FAQ sheet to ensure all learner communications maintain a consistent, approved the Academy brand voice.Community & Campaign SupportLight Community Moderation: Assist in hands-off monitoring of the Facebook Group to ensure safety and compliance, stepping in with strategic interventions only when a peer-to-peer question goes unanswered for an extended period.Reporting broken video links, curriculum flaws, and confusing assessment questions.Subject Matter Experts (SMEs): Routing highly technical tax or bookkeeping questions that require professional industry verification.Experience: 1–3 years in customer support, helpdesk ticketing environments, or educational technology support.Comfort navigating LMS dashboards, enrollment data, and learner records is essential.Working knowledge of JIRA, shared email inboxes, Slack, webinar platforms, and Google Sheets (data entry, dropdown routing, and tracking). Familiarity with Glider and SmartEval (exam platforms) and Credly (digital credentials) is a plus.A hyper-organized approach to data entry, workflow management, and inbox organization.