User Support Worker – IT & Platform Support

About the Role

We are seeking a proactive and technically skilled User Support Worker to support users across our digital platform, academy and erp. This role is ideal for someone who enjoys helping others, troubleshooting technical issues, and ensuring a smooth user experience for learners, educators, and internal teams.

Key Responsibilities

• Provide first-line user support for platform and academy users (students, staff, and instructors)
• Respond to support requests via email, ticketing system, or chat in a timely and professional manner
• Troubleshoot IT-related issues
• Support users with onboarding, navigation, and effective use of the platform, academy and erp tools
• Escalate complex technical issues to the appropriate technical teams
• Maintain clear documentation, FAQs, and user guides
• Assist with platform updates, testing, and basic system administration tasks
• Monitor common user issues and suggest improvements to systems and processes

Required Skills & Experience

• Strong IT skills and confidence working with digital platforms and online systems
• Experience in user support, helpdesk, IT support, or a similar role
• Good understanding of learning platforms, online academies, platforms and similar systems to optimize customer journey
• Ability to troubleshoot technical problems logically and efficiently
• Excellent communication skills, both written and verbal
• Strong customer service mindset and problem-solving ability
• Ability to work independently and manage multiple support requests
• Fluent in English

Desirable (but not essential)

• Experience with LMS platforms (e.g. Moodle, Canvas, or similar)
• Familiarity moodle, AI and ERP systmes
• Basic knowledge of web technologies, databases, or system administration
• Experience supporting non-technical users

What We Offer

• A collaborative and supportive working environment
• Opportunity to work with innovative digital learning platforms
• Training and professional development opportunities
• Flexible working arrangements (where applicable)