Learning and Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $75k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Poll Everywhere

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2008

🏢 Enterprise

☁️ SaaS

⚡ Productivity

Enterprise • SaaS • Productivity

Poll Everywhere is an interactive platform that allows users to engage audiences through live polling, surveys, Q&A sessions, and word clouds. The service is widely used in educational settings as well as corporate environments, enabling presenters to foster participant interaction and gather real-time feedback. Trusted by over 1 million educators and 75% of the Fortune 500, Poll Everywhere offers seamless integration with popular tools like PowerPoint, Keynote, Google Slides, and Zoom. The platform supports diverse settings from classroom learning to corporate meetings, providing solutions for both remote and in-person engagement while ensuring enterprise-grade data protection with certifications like ISO 27001 and SOC 2 Type 2 compliance. Its extensive resource library supports users in effectively leveraging the platform for enhanced productivity and participation.

📋 Description

• 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

• 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

• 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.