Technofocus
Website:
technofocus.ai
Job details:
Junior LMS Administrator
About the Role
Technofocus is hiring a Junior LMS Administrator to manage day-to-day administration and support of our suite of cloud-based learning and events platforms. You will handle core LMS operations while also acting as the first point of contact for inbound support from learners, administrators, and general enquiries — resolving platform issues, handling certification queries, and routing non-support requests to the right team.
Key Responsibilities
LMS Administration
- Perform course-level operations: activation, deactivation, re-enrolment, scheduling changes, and content visibility adjustments.
- Manage user accounts: creation, role assignment, password resets, and access provisioning/deprovisioning.
- Reset learner progress, re-issue completion certificates, and correct enrolment errors.
- Maintain course catalogues, content uploads, and platform configuration as directed.
- Generate and share standard reports on course completion, enrolment, and usage.
Support & Ticket Handling
- Receive, triage, and resolve inbound support tickets from learners and course administrators within defined SLA timelines.
- Handle certification voucher queries — eligibility checks, allocation status, and exception escalations per program policy.
- Troubleshoot registration and verification issues — OTP/activation email delivery, bounced mails, and resend flows from the admin console.
- Review learner-submitted evidence (screenshots, error logs) and correlate with platform logs or incident reports before resolving or escalating.
- Draft clear, empathetic responses to learners, including for escalations and complaints.
- Triage non-support enquiries (demo requests, sales leads, partnership queries) and route to the appropriate internal team with context.
- Escalate complex or platform-level issues to the LMS engineering team with clear documentation.
- Maintain accurate ticket logs and follow closure protocols.
- Flag recurring issue patterns to the operations lead for root-cause review.
Platforms & Scope
Tickets arrive via email, website contact form, and the internal ticketing tool. The admin is expected to consolidate and respond from the ticketing tool.
Required Qualifications
- 3-5 years in an LMS administration, helpdesk, or technical support role.
- Hands-on exposure to at least one LMS or similar SaaS platform.
- Comfortable with admin-console tasks: course management, user enrolment, progress tracking, reporting.
- Strong written English — responses must be professional, clear, and de-escalating where needed.
Preferred
- Familiarity with LMS technologies (e.g., Moodle, SABA Cloud, Cornerstone OnDemand, SuccessFactors, or similar).
- Exposure to a ticketing tool (Freshdesk, Zendesk, Jira Service Desk, or similar).
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