Senior Support Analyst (LMS - Product Support) Job Description Template
The Senior Support Analyst (LMS - Product Support) will provide expert-level technical support to our LMS product users. They will handle complex queries and issues, work closely with the product development team, and ensure comprehensive problem resolution to enhance customer satisfaction. This role demands technical proficiency, problem-solving capability, and excellent communication skills.
Responsibilities
- Provide advanced technical support for LMS products
- Troubleshoot and resolve complex customer issues
- Liaise with development teams to escalate and resolve critical issues
- Document and communicate resolutions to customers and team members
- Conduct training sessions to educate customers on product functionalities
- Monitor support trends to identify and address potential product issues
- Develop and maintain a knowledge base of common issues and solutions
- Ensure high levels of customer satisfaction through quality support
Qualifications
- Bachelor’s degree in Computer Science or a related field
- 5+ years of experience in technical support or a similar role
- Extensive experience with LMS products
- Strong problem-solving and analytical skills
- Excellent verbal and written communication skills
- Ability to work effectively in a fast-paced environment
- Customer-focused with a commitment to quality service
- Proven experience working with development teams
Skills
- Learning Management Systems (LMS)
- SQL
- JavaScript
- HTML/CSS
- Problem-solving
- Customer Relationship Management (CRM)
- Technical Documentation
- Troubleshooting
- Communication
- Technical Support
Frequently Asked Questions
A Senior Support Analyst in LMS Product Support handles technical issues related to learning management systems. They troubleshoot and resolve user queries, provide insights on improving system performance, and ensure smooth operation of the LMS. They work closely with IT teams and provide valuable feedback for product enhancements.
To become a Senior Support Analyst in LMS Product Support, candidates should have a strong background in IT or computer science, with extensive experience in technical support and learning management systems. Obtaining certifications related to LMS technologies and gaining experience through junior analyst roles are critical steps for advancement.
The average salary for a Senior Support Analyst in LMS Product Support varies by location and experience. Generally, salaries reflect the specialized technical skills required, including expertise in learning management systems, customer support, and problem-solving abilities, making it a lucrative field compared with general IT roles.
Typical qualifications for a Senior Support Analyst in LMS Product Support include a bachelor's degree in IT, computer science, or a related field. Experience with LMS platforms, strong problem-solving skills, and excellent communication abilities are essential. Advanced certifications in relevant software can enhance job prospects.
A successful Senior Support Analyst in LMS Product Support requires strong analytical skills, a deep understanding of LMS technologies, and expertise in technical troubleshooting. They are responsible for providing high-level customer support, resolving complex system issues, and collaborating with cross-functional teams to improve system functionality.