About the Company
Learn Direct is a leading UK provider of online courses and vocational training. We are committed to delivering high-quality, flexible learning opportunities to individuals nationwide, helping them achieve their career goals and personal development.
Job Description
As a Virtual E-learning Support Coordinator, you will be the first point of contact for learners encountering technical or navigational challenges within our e-learning ecosystem. Your primary goal will be to provide timely, accurate, and friendly assistance, troubleshooting issues, guiding users through our platforms, and escalating complex problems to the appropriate teams. This is a 100% remote position with flexible term-time options.
Key Responsibilities
- Provide comprehensive first-line technical and administrative support to learners via email, chat, and virtual meetings.
- Assist learners with navigating our e-learning platforms, accessing course materials, and submitting assignments.
- Troubleshoot common technical issues related to platform access, functionality, and content display.
- Coordinate with internal teams (e.g., IT, content development) to resolve escalated technical or content-related problems efficiently.
- Maintain clear and accurate records of learner interactions and resolutions in our support system.
- Develop and update FAQs and support documentation to empower learners to self-serve.
- Gather feedback from learners to identify common issues and suggest improvements to our e-learning offerings.
- Support the onboarding process for new learners, ensuring they are familiar with our virtual learning tools.
- Manage and prioritize support requests to ensure timely responses and high learner satisfaction.
Required Skills
- Proven experience in a customer service or support role, preferably in an online or virtual environment (minimum 12 months).
- Strong proficiency with common e-learning platforms and virtual communication tools.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly and patiently.
- Exceptional problem-solving abilities and a methodical approach to troubleshooting.
- Strong organizational skills and attention to detail.
- Ability to work independently and manage time effectively in a remote setting.
- A genuine passion for education and supporting learner success.
Preferred Qualifications
- Previous experience working within an educational institution or e-learning provider.
- Familiarity with specific Learning Management Systems (LMS) such as Moodle, Canvas, or Blackboard.
- Experience creating support documentation or instructional guides.
- Proficiency in the Welsh language is a plus.
Perks & Benefits
- Flexible term-time working options to support work-life balance.
- Opportunity for professional development and training in e-learning technologies.
- Work from anywhere – this is a 100% remote position.
- A supportive and collaborative team environment.
- Contribution to a mission-driven organization focused on accessible education.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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