About the Role

Technofocus is hiring LMS Support Engineers to manage inbound support across our suite of cloud-based learning and events platforms. You will be the first point of contact for learners, administrators, and general enquiries coming into our support inbox — resolving platform issues, handling certification queries, and routing non-support requests to the right team.

Key Responsibilities
- Receive, triage, and resolve inbound support tickets from learners and course administrators within defined SLA timelines.
- 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.
- 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 explicit, 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. Engineers are expected to consolidate and respond from the ticketing tool.

Required Qualifications
- 3-5 years in a helpdesk, technical support, or LMS admini

📌 LMS Support Engineer (India)
🏢 Technofocus
📍 India