Support Operations Specialist

3 days ago


Dublin, Dublin City, Ireland Nicoll Curtin Full time

We are seeking a highly skilled Support Operations Specialist to join our client's team. The successful candidate will be responsible for managing and prioritizing support requests within the Learning Management System (LMS) to ensure seamless functionality.

The ideal candidate will have strong problem-solving skills, a customer-focused approach, and the ability to collaborate with internal teams to enhance system performance and user experience. Key Responsibilities:

  1. Manage LMS Support Ticket Queue: Efficiently monitor and prioritize support tickets, ensuring timely responses and resolution of issues.
  2. Triage & Assign Tickets: Assess incoming requests, determine their urgency and complexity, and assign them to the appropriate team members or handle directly.
  3. Monitor & Ensure SLA Compliance: Track ticket progress, follow up on outstanding issues, and ensure resolution within established Service Level Agreements (SLAs).
  4. Analyze & Address Recurring Issues: Identify trends in support requests, develop proactive solutions such as FAQs, user guides, or training materials to reduce repetitive issues.


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