Product Support Specialist

at  DDLS Australia

We are Lumify. Together, we are shining a light on future learning.
We are the best-in-class, vendor-certified, IT training for businesses.

WHAT’S THE OPPORTUNITY?

We are seeking a detail-oriented Product Support Specialist to join our growing Digital Solutions Team. You will play a key role in expanding our course portfolio, designed to help individuals and organisations enhance their skills and knowledge.
In this role, you will implement improvements to drive business growth, assist end users with technical issues to ensure a seamless experience, and deliver and maintain high-quality training programs and educational resources. The ideal candidate will have a passion for education, excellent organisational and communication skills, and the ability to manage multiple projects simultaneously. Your contributions will be crucial to the success of our digital learning solutions.

WHAT WILL YOU DO?

Support the Product Manager in the development and maintenance of our Learning and Development (L&D) products and services.
Provide technical and customer service support to ensure learners are satisfied and engaged with our online courses.
Collaborate with cross-functional teams to gather and document product development requirements and implement these requirements into our Learning Management Systems (LMS).
Develop and update our course content using resources available in our digital libraries, ensuring these updates are accurately reflected on our website and course pages.
Oversee service provisioning and manage software licenses.
Proactively troubleshoot and resolve product-related issues, liaising and communicating stakeholders as needed.
Ensure product documentation including specifications and training materials, is comprehensive and current.
Monitor, analyse, and report on the performance of our L&D products and services, leveraging user feedback for continuous improvement.
Assist in the testing and quality assurance of new course features and content updates.
Develop and manage a comprehensive knowledge base for end-users to access self-service support.
Conduct regular market research to stay updated on industry trends and competitors, supporting the Product Manager with our development roadmap.

BY SUBMITTING YOUR APPLICATION, YOU AGREE THAT LUMIFY GROUP MAY COLLECT YOUR PERSONAL DATA FOR RECRUITING AND RELATED PURPOSES. DUE TO THE NATURE OF OUR CUSTOMER CONTRACTS, IF SUCCESSFUL IN EMPLOYMENT, YOU CONSENT TO OUR EMPLOYMENT SCREENING PROCESS IN WHICH REFERENCE CHECKING, POLICE CHECKS, IDENTITY AND QUALIFICATION VERIFICATION IS REQUIRED.

We are Lumify. Together, we are shining a light on future learning