Job Description

LMS Customer Support SpecialistRole Overview

As the LMS Customer Support Specialist at MengajiOnline.com, you'll be the first point of contact for teachers and students using our platform. You'll troubleshoot issues, guide users through features, gather feedback, and drive continuous improvement.

Key Responsibilities

User Support & Troubleshooting

Respond to support tickets (via ClickUp/Zendesk/email/chat) within

2 hours

. Diagnose and resolve LMS issues--login failures, course enrollment, payment errors, mobile app bugs. Escalate complex or recurring bugs to Product/Engineering with clear steps-to-reproduce, screenshots, and impact analysis.

Onboarding & Training

Host weekly live webinars and 1:1 walkthroughs for new teachers/students. Create and maintain up-to-date how-to guides, step-by-step video tutorials, and FAQs in both BM & English. Track onboarding milestones and verify user competency before granting full system access.

System Administration & QA

Manage user accounts: provisioning, password resets, role assignments, course-access settings. Perform routine system testing (QA): new feature checks, regression tests, and report any UX or technical gaps. Configure and maintain automation rules, enrollment workflows, and assessment parameters.

Feedback Collection & Improvement

Proactively survey users after support interactions to measure CSAT (target ? 90%) and log pain-points. Aggregate feature requests and bug reports; compile a weekly

"Voice of User"

summary for Product. Identify recurring issues and propose permanent fixes or process improvements.

Performance Reporting

Track support metrics: ticket volume, first-response time, resolution time (? 24 hrs), CSAT, and escalation rate. Produce a monthly dashboard with trends, root-cause analyses, and recommended action plans. Present quarterly support review to Leadership, highlighting wins, challenges, and roadmap alignment.
Job Types: Full-time, Part-time, Contract, Freelance, Internship, Fresh graduate, Student job
Contract length: 12 months

Pay: RM1,943.25 - RM3,500.00 per month

Expected hours: 40 per week

Benefits:

Opportunities for promotion Professional development
Schedule:

Monday to Friday Night shift
Supplemental Pay:

Commission pay Performance bonus Tips
Application Question(s):

What ticketing or project management tools have you worked with? (e.g. ClickUp, HubSpot, Zendesk, Jira) Which support channels have you used before? (Tick all that apply: live chat, email, phone call, video call) Please explain your past experience with system testing or reporting bugs. What is your expected monthly salary?
Experience:

Customer support: 2 years (Preferred)
Work Location: In person