Product Support and Quality Specialist | Work from Home  

Cast LMS (Buri Technologies, Inc.) is an e-learning development startup that focuses on helping companies transition into e-learning using our content creation service and proprietary learning management system.

We are looking for individuals who seek challenges and aspire to change the Philippine e-learning landscape by helping organizations build their training materials for the future and build software products that can help educators all over the country. We seek a Product Support and Quality Specialist who enjoys helping people, solving problems, and figuring out how things work to join our team. In this role, you will provide crucial support to both our operations and engineering team, ensuring efficient daily operations.

We are a remote-first company, so you will work from home most of the time. From time to time, the team meets at our Quezon City office for activities such as Build Days, planning, or collaborative problem-solving. Some customer engagements may also require visiting a client's office, particularly for training, onboarding, or concerns that are better handled in person.

Responsibilities:

Assist the administrators who manage their organization's Cast LMS deployment by:

• Answering questions and help customers use Cast LMS.
• Understanding and resolving customer concerns whenever possible.
• Helping learners who contact us about access, courses, completion, and other issues, usually through email.
• Staying calm and helpful when a customer is frustrated or something is urgent.
• Asking the right questions and investigate the problem before escalating it.
• Keeping customers updated until their concern is resolved.

Help customers become comfortable using Cast LMS by:

• Conducting training for administrators and learners, usually online but occasionally at a client's office.
• Creating and updating help articles and our online knowledge base.
• Creating or updating walkthroughs, videos, and other guides.
• Improving documentation when you notice questions or problems that come up repeatedly.

Find problems before customers do by:

• Testing new and existing features.
• Checking important customer and learner workflows.
• Reproducing reported problems.
• Verifying that issues have been fixed.
• Reporting anything that does not work as expected.

You will work with our Product and Engineering teams when deeper technical investigation is needed. We will teach you our testing process and the tools you need to use.

Education/Experience: Bachelor's degree in Information Technology, Information Systems, Business Administration, Operations Management, Communication, or related field (or equivalent experience). Applicants from IT, Information Systems, Business, Communication, Education, Operations, or other backgrounds may be a good fit.

Knowledge:

We care most about how you communicate, investigate problems, and learn. You should have:

• Strong written and spoken English and Filipino.
• The ability to communicate professionally and patiently with customers.
• Good problem-solving skills and curiosity about why something happened.
• Attention to detail and the ability to explain problems clearly.
• Good organization and follow-through.
• Comfort learning and using web-based software.
• The ability to work independently in a remote environment.
• The ability to attend occasional meetings, training sessions, or customer engagements in person when needed.
• A willingness to learn new tools and processes.
• Preferably with experience in conducting training.
• Preferably with experience in using or managing any LMS.
• Preferably with experience in consuming/creating e-learning courses.

Experience in any of the following is helpful but not required:

• Customer service or customer support
• Technical support
• Conducting training
• Writing guides or documentation
• Software testing
• Learning management systems
• E-learning