AU LMS Administrator (Moodle) | ZR_470_JOB

This is a remote position.

ICT Support:

• Point of contact for team tickets for IT team.
  
• Support internal staff with MS Office 365, Moodle, and web conferencing tools e.g., Teams, Word, Excel
  
• Provide assistance to the teams for Share Point related support and manage SharePoint libraries
  
• Strong problem solving & troubleshooting skills with the ability to ask critical, insightful questions and probe for information to facilitate problem-solvin
  
• Undertake R & D when required to better understand needs of the business to support customer service enquires/needs
  
• Update and maintain the DLR website via Wordpress
  

Customer Service:

• Deliver high-level customer service with the ability to create and maintain strong relationships with customers
  
• Efficiently respond to and resolve support requests via phone and email with the ability to convey technical aspects and assist non-technical people with troubleshooting
  
• Check in with clients with outstanding issues about reaching resolution and keep clients updated about existing issues.
  
• Understand the functionality of the customer service team and assist them with issues requiring further escalation.
  
• Deliver any additionally required training in accordance with the developed model and provide recommendations for optimised platform usage
  

• Create and set up LMS sites for new clients, providing assistance when required
  
• Set up LTI and API links for new clients, providing assistance when required
  
• Troubleshoot client issues, conducting R & D where required
  
• Think outside the box’ to improve the end user experience
  
• Assist with assessment documentation to be transferred into Moodle
  
• Manage Mailgun reports, for example undeliverable emails sent via Moodle and take action
  
• Assist with updating clients weighting for units within Moodle courses/units
  
• Download client data when required
  
• Manage the LMS syncer to ensure all client sites are up to date, and manage the record of adjustment to reflect updates made
  
• Maintain and link files and resources through AWS S3 bucket to LMS
  
• Assist with unit creation and uploads for both existing and any new streams Didasko Learning Resources requires using the correct format and adhering to the current style guide requirements.
  
• Ensure QA guidelines are adhered to
  

Project Administration:

• Create spreadsheets to allow all team members clear visibility of collaborative projects
  
• Establish realistic project timeline
  
• Triage ticketing system to ensure that high priority tasks are being actioned first by internal systems tea
  
• Maintain systems WIP and follow up on any outstanding items until resolved
  

Product development:

• Work closely with the Software Engineer regarding all products and plugins
  
• Maintain product development spreadsheet
  
• Coordinate development with required parties
  
• Create and maintain spreadsheets to allow all members clear visibility of collaboration on bugs found
  
• Thoroughly test all products before launching, retest any found bug until confident of outcome
  
• Evaluate and help to create and improve documentation, tutorials and other communications infrastructure for internal and external stakeholders
  
• Ensure QA guidelines are adhered to when completing QA and QC checks.
  

Unenrolment’s:

• Unenrolment’s to be processed out daily (same day where possible, otherwise within 24 business hours of receiving)
  
• Refer to the unenrolment guidelines to determine the action and processes
  

• CRM is kept up to date with accurate client information
  
• Ensure support tickets are raised for all client issues
  
• Manage own CRM support tickets
  
• Provide training and support internally as required
  
• Work with marketing team to ensure product launches are effectively communicated to clients with accurate information in a timely manner
  

• Visit clients for support training – if required
  
• Deliver presentation - if required
  
• You may be required to perform other related duties as directed by the, Operations Manager, Software Engineer, or the General Manager
  

Requirements

• 2 Years of relevany experience 
  
• General IT skills
  
• Microsoft Office – Word, Excel, PowerPoint, Outlook
  
• Effective cross-cultural communication skills
  
• Highly organised/can meet deadlines
  
• Strong attention to detail
  
• Excellent interpersonal skills
  
• Ability to learn new skills quickly
  
• Effective time management and working to achieve results
  

• Moodle (or other LMS’s)
  
• AWS S3
  
• Microsoft SharePoint
  
• Exposure to CRM’s
  
• Basic HTML knowledge
  
• Wordpress/ Druple /WP Engine
  
• Ticket management
  

Benefits