Learner Support OfficerFull Time
Description
The Learning Support Officer (LSO) is a critical support role for Edraak’s diverse range of programs, courses and learner engagement. The role is primarily responsible for leading and overseeing the platform’s helpdesk ticketing and learner inquiry system, responding to questions or functionality issues flagged by users of the platform, as well as general inquiries received via Edraak’s ticketing system. The LSO also monitors all messages and comments received via Edraak’s social media channels and comments section in the Google Play or App Store. The LSO provides professional polished and knowledgeable support and responses to queries, as well as escalating technical or content-related issues internally to the appropriate department.
The LSO additionally supports internal functions of Edraak’s platform and content development, which includes course building and quality assurance on the content management system (CMS) as well as targeted technical assistance and user testing in coordination with the platform development team.
The role requires excellent skills in leadership, communication, planning and professional presentation skills in English and Arabic as well as entry level skills in technical design and software development.
Working closely with project staff and under the supervision of the Programs Manager, you will be expected to support planning, implementation, M&E and reporting processes of Edraak’s projects and initiatives across countries, regions and time zones and maintain a strong network of relationships across our partners, in particular with local implementing partners, donors, community stakeholders, government officials and subject matter experts. In addition, the Programs Officer may also travel within Jordan and the region for key stakeholder meetings on projects, attending conferences as a delegate or other public-facing events.
Requirements
Main duties and responsibilities:
Learner Support & Engagement
Ensure timely and professional responses to inquiries, comments, tags, or similar on Edraak’s social media platforms, including Facebook, Instagram, LinkedIn, Youtube and X.
Maintain daily coverage and response time to user inquiries or tickets generated via the ZenDesk ticketing system, responding to and resolving user-reported issues.
Escalating technical or content-related issues reported by users to the technical or programs team, as applicable.
Responding to comments or notes under Edraak’s mobile application page on the Google Play or App Store.
Checking Edraak’s functional @info account for user inquiries, partnership opportunities, or similar, and elevating to the cognizant team or team member.
Prepare reports on user activity, mapping of user issues or categories to support Edraak development and feature planning.
Contribute to the development and implementation of the department’s policies, procedures & processes.
Prepare reports and documents as requested by the direct manager.
Commit to the implementation of the annual personal learning and development plan.
Technical Tasks
Educational Content Development:
Support the development of educational materials and content intended for deployment on Edraak’s platform. This includes instructional design review, storyboard and content revision and quality assurance checks, supporting production and filming, assisting in the course-building on the platform and other related processes.
Quality Assurance and Testing:
Create test cases and perform manual testing on all Edraak’s applications, including but not limited to web platforms and mobile apps (iOS and Android).
Manually test and make sure all new platform or mobile releases are bug-free before deployment to production.
Perform regular quality assurance checks on Edraak’s platform and mobile apps (iOS and Android) main functionalities to ensure a smooth learner’s journey.
Support Edraak's dev team in any quality assurance work needed in newly released platforms or functionalities.
Business Development and Reporting:
Support business development processes by providing statistics, reports, and data.
Representation and Visibility:
Represent the organization when required at conferences, trade shows, key meetings, and other relevant visibility activities.
General Support:
Support project teams in virtual, hybrid, and in-person project processes.
Perform any other duties related to the job as assigned by the direct manager.
Job Qualifications:
Educational Level
Bachelor’s Degree in Computer Science, Management Information Systems, Educational Technology, Business Administration, or any related field.
Professional Certifications in Quality Assurance (such as ISTQB; (International Software Testing Qualifications Board) and/or Project Management (such as PMD; Project management for Development) are an advantage.
Years of experience
1-2 years of experience in the same or related field.
Languages:
Proficiency in spoken and written Arabic
Proficiency in spoken and written English
