Moodle Functional Support & Client Coordinator

THIS IS NOT A REMOTE WORK POSITION

About the Role

Key Responsibilities

User & Functional Support

• Provide Tier 1 and Tier 2 Moodle support via ticketing, email, and client calls
  
• Resolve queries around user enrolments, permissions, navigation, and activity configuration
  
• Assist instructors with gradebook setup, quizzes, forums, SCORM, H5P, and course duplication
  
• Support course category and role configuration, enrolment keys, group settings, and notifications
  
• Triage support tickets and ensure accurate, timely resolution updates to clients
  

Functional Site Management

• Create and manage courses, backups, and restorations
  
• Configure enrolment methods, roles, and categories in line with client needs
  
• Conduct functional testing of plugin updates and Moodle version releases
  
• Maintain Moodle SOPs and client-specific user guides
  
• Document known issues and platform changes in collaboration with the technical team
  

Client Coordination & Training

• Act as the operational contact point for client-facing functional requests
  
• Schedule upgrade windows, test sessions, and planned changes with clients
  
• Deliver onboarding and training sessions to new instructors and administrators
  
• Maintain training materials and follow up on satisfaction after support or training events
  
• Coordinate with internal departments (Technical, Publishing, Content, Sales) to deliver seamless client support
  

Process & Service Support

• Maintain clear records of client issues, resolution patterns, and documentation gaps
  
• Contribute to service usage tracking, client performance reports, and contract renewals
  
• Assist in preparing quotes, notices, or communications tied to functional services
  
• Log and categorise issues to inform platform or content service improvements
  

Requirements

Required Qualifications and Experience
Minimum Requirements

• National Diploma or Bachelor’s degree in Information Systems, Educational Technology, Instructional Design, or related field
  
• Minimum 2 years of direct experience supporting Moodle (as admin, trainer, or helpdesk)
  
• Familiarity with Moodle's admin tools, activity configuration, and role/enrolment structures
  
• Excellent verbal and written communication skills
  
• Experience working directly with instructors, training facilitators, or course builders
  
• Comfortable working in a ticketing system (e.g. Freshdesk, Zendesk, or similar)
  

Preferred Qualifications

• Moodle Educator Certificate (MEC) or relevant Moodle Academy coursework
  
• Experience with SCORM, H5P, Zoom/Teams integrations, and the Moodle mobile app
  
• Exposure to data privacy or accessibility standards (e.g., POPIA, GDPR, WCAG 2.1)
  
• Background in training coordination, instructional support, or client onboarding
  
• Experience maintaining user-facing documentation and release communications
  

Work Style Traits

• Reliable – Delivers consistently and meets deadlines
  
• Proactive – Follows through, follows up, and prevents issues before they escalate
  
• Structured – Documents clearly and builds repeatable processes
  
• Client-focused – Communicates calmly and clearly with non-technical users
  
• Collaborative – Works well across teams (Publishing, Tech, Sales, Content)
  
• Technically Curious – Continuously learns Moodle features and admin options
  

Benefits

Application Instructions

Please submit your CV and a short motivation letter detailing your experience with Moodle support. Please included the names, email addresses and telephone details of three referees we may contact.

Only shortlisted candidates will be contacted.

Other important information:

• All shortlisted candidates may be required to participate in relevant skills assessments and psychometric tests as part of the selection process.
  
• Applications will only be considered after the closing date or if they comply with at least the minimum requirements.
  
• Ms Hannah Boast hannah@personastaff.co.za, for application-related enquiries.
  
• AOSIS is committed to equality, employment equity and diversity. In accordance with the Employment Equity Plan of AOSIS and its Employment Equity goals and targets, preference may be given but is not limited to candidates from under-represented designated groups.
  
• All candidates who comply with the requirements for appointment are invited to apply. 
  
• All candidates agree to undergo verification of personal credentials and criminal and credit checks (if applicable).
  
• AOSIS reserves the right not to fill the advertised positions.
  
• Applicants should be South African citizens, permanent residents with a bar-coded ID, or possess a valid work visa or permit.