CapeTalent · U.S./Canada
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.
Responsibilities
Support Ticket Management & Triage: Serve 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.
Clarification & Education: 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.