Learning and Support Specialist

Poll Everywhere

Instructional Designer supporting hundreds of campuses with engaging training and technical support. Resolving customer issues and creating educational resources for university instructors.

Posted 6/16/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $75,000 - $90,000 per yearWebsite

About the role

Key responsibilities & impact

You’ll be the first line of defense for customers who depend on Poll Everywhere in high-stakes moments. You’ll resolve complex issues efficiently and in a way that builds lasting customer confidence.
Respond to customer inquiries via email and inbound phone with clarity, empathy, and technical depth
Own issues end-to-end, from initial triage through root cause identification and resolution
Troubleshoot live and time-sensitive situations, including screen shares and real-time escalations
Explain solutions in plain language so customers can resolve similar issues independently in the future
Identify patterns in repeat tickets and work to reduce their recurrence through documentation or education
Surface product gaps, friction points, and customer usage trends to internal teams
Help customers get more out of the product by building scalable learning resources — reducing their reliance on the Support team over time.
Create onboarding guides and how-to resources that help new customers ramp up with fewer questions
Develop training content around common workflows (the “how do I…” questions we hear most)
Teach — not just how features work, but when and why to use them for maximum impact
Run live trainings and webinars and repurpose them into reusable content
Use support ticket trends to prioritize what content to build next
Gather feedback on training effectiveness and iterate regularly
Reduce friction across the customer journey by building resources that help both customers and internal teammates succeed.
Turn complex setup flows (LMS integrations, SSO, third-party tools) into clear, step-by-step guides
Document solutions to recurring issues so institutional knowledge doesn’t get lost
Improve existing help documentation based on where customers consistently get stuck
Enable Customer Support, Customer Success, and Sales teams to troubleshoot and explain features more consistently
Share real customer examples and best practices across teams
Audit existing resources regularly — refine what works, retire what doesn’t.

Requirements

What you’ll need

3–5+ years in an instructional design role at a higher education institution or related Instructional Design certification or degree
Experience supporting F500/enterprise or higher education customers
Experience with presentation tools, LMS platforms, and/or enterprise IT environments (SSO, MDM)
Strong troubleshooting skills across multiple operating systems, browsers, and software integrations
Able to translate technical concepts into clear, accessible language for non-technical users
Experience creating support documentation, help articles, or training content
Comfortable owning issues end-to-end — from reproduction through escalation and customer communication
Excellent written and verbal communicator; empathetic under pressure
Self-directed and organized; you manage your queue and projects without heavy oversight.

Benefits

Comp & perks

Our total rewards package includes medical, dental, and vision benefits - We cover 100% of your premiums for the base plan and 50% for dependents’ medical enrollment.
We offer PPO medical, dental, and vision plans and an HSA/FSA.
Up to a $100 monthly company match to your Health Care FSA or HSA account.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingsupport documentationtraining content creationLMS integrationsSSOMDMpresentation toolssoftware integrationscustomer communicationissue resolution

Soft Skills

empathyclarityself-directedorganizationwritten communicationverbal communicationproblem-solvingcustomer confidenceteachingfeedback gathering

Certifications

Instructional Design certificationdegree in Instructional Design