EUS Support Specialist

eSkillz

EUS Support Specialist providing Tier 1 assistance remotely for eSkillz's Learning Management System users. Engage in real-time support through chat and ticket resolution.

Posted 6/12/2026contractRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Serve as Tier 1 support for users needing assistance with their Learning Management System (LMS) or other software.
Spend most of your time actively responding to users in real-time via chat or processing support tickets.
Monitor email and Microsoft Teams messages to assist team members.
Review updates to Knowledge Base articles and client communications on new policies and procedures to better support the team.
Maintain key performance indicators (KPIs).
Represent eSkillz and the client professionally in all interactions.
Attend meetings and training sessions as required.
Monitor user trends, flag unusual activity, and report findings to management.

Requirements

What you’ll need

Excellent written and verbal communication skills in English.
Strong problem-solving and research skills to quickly identify solutions.
Outstanding customer service skills, including professionalism, courtesy, and patience.
Empathy and adaptability to assist users with varying levels of technical experience.
Reliability and punctuality—your team depends on you for shift coverage and breaks.
Must have your own computer with reliable high-speed internet access.
Minimum of 16 GB of RAM.
A focused workspace free from distractions.
A proactive mindset to identify opportunities for improving support processes.
Bonus points if you have:
Experience providing Tier 1 end-user support.
Familiarity with chat-based and ticket-based customer service or technical support.
Multilingual abilities.
Experience in public speaking or delivering presentations.
Technical or IT troubleshooting experience.

Benefits

Comp & perks

This is an hourly contractor role that is not eligible for benefits.
Time off is unpaid.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Learning Management System (LMS)Tier 1 supporttechnical troubleshootingchat-based customer serviceticket-based customer serviceKPI monitoringresearch skillsproblem-solving

Soft Skills

written communicationverbal communicationcustomer serviceprofessionalismempathyadaptabilityreliabilitypunctualityproactive mindsetpatience