Founding Student Services & Platform Support Officer

About Global Open University Online

Global Open University Online is focused on creating accessible and well-organized online Professional Certificate programs for an international community. The learning approach integrates guided course modules via LMS, interactive written discussions, hands-on activities, assessments, learner support, and responsible academic protocols.

Role Overview

We seek an attentive and methodical Founding Student Services & Platform Support Officer committed to enhancing the experience of learners and staff prior to the platform's broader launch. The candidate should have excellent communication skills, an eye for troubleshooting, and a passion for enabling users to effectively interact with online systems.

Key Duties

• Respond respectfully and professionally to enquiries from learners and applicants.
• Assist users through the official processes of application, account access, enrolment, and support.
• Conduct tests on assigned systems including My GOU, LMS, Campus, Library, and communication workflows, and provide clear, documented feedback.
• Maintain precise records of support and escalate any issues correctly within University protocols.
• Contribute to updates related to student services, orientation materials, and the OER Library content.
• Adhere strictly to University guidelines concerning privacy, account security, and academic integrity.

Important Note

The role does not require collecting sensitive information such as passwords, one-time codes, financial data, or identity numbers through regular messaging. System access is restricted and only granted following specific onboarding steps.

Qualifications and Skills

• Exceptional written communication abilities, empathetic attitude, and sound professional judgement.
• Familiarity with web platforms, online education tools, and basic troubleshooting procedures.
• Ability to follow formal procedures, maintain meticulous records, and handle learner interactions with respect.
• Genuine interest in student achievements, open education initiatives, online learning environments, or community assistance.
• Prior experience in customer support, student services, educational administration, communication, or IT support is advantageous.

Selection and Privacy

Applicants shortlisted will be asked to submit a CV and discuss their appropriateness for the role, availability, and terms of engagement. Successful candidates receive a limited onboarding account and guidance regarding their responsibilities, alongside a structured chance to offer feedback on the platform before broader access is provided.

Applicants must respect privacy guidelines and avoid sharing passwords, banking details, or identity documents through unsolicited messaging platforms.