IT & Webinar Support Coordinator (Fully Remote)
About Mind Stretcher
Founded in 2002, Mind Stretcher is the market-leading Tuition & Enrichment brand in Singapore with over 30 centres island wide. As Educators with a Difference, we seek to inspire & stretch the potential of all students, regardless of their individual ability. We are looking for like-minded individuals who are detail-oriented, reliable and passionate about supporting academic operations behind the scenes.
Job Summary
As an IT & Webinar Support Coordinator, you will play a key role in supporting the smooth execution of webinars, online learning activities and academic systems.
This is a fully remote, operations-focused role that requires strong attention to detail, responsiveness and the ability to manage time-sensitive tasks across multiple workflows. Webinar support forms a key pillar of this role, with frequent sessions requiring coordination and real-time execution. Outside of webinar schedules, you will provide IT and systems support to teachers and internal teams, ensuring that online platforms and related processes run smoothly.
Key Responsibilities
Support Webinar Setup & Execution:
Support the setup and smooth execution of webinars and online sessions based on scheduled programmes.
Coordinate with internal teams to ensure all webinar requirements are ready before each session.
Monitor communication platforms such as Respond.io and WhatsApp groups, and respond to participant enquiries in a timely and professional manner.
Provide real-time support during webinars and online activities to minimise disruptions.
Assist teachers, presenters and internal stakeholders with basic technical issues during live sessions.
Ensure webinar-related processes, communications and follow-ups are carried out accurately and efficiently.
Provide IT & Systems Support:
Support user access, system updates and routine maintenance across learning and operational platforms.
Manage and respond to system-related requests, including Salesforce cases and user enquiries.
Support user authentication, access codes and other system access requirements.
Update Zoom login details and prepare required communications on a weekly basis.
Support LMS-related tasks, including content updates and coordination with relevant teams.
Respond to system and operational enquiries using standard templates and guidelines.
Perform basic troubleshooting and escalate more complex technical issues to the relevant internal team when required.
Ensure Operational Accuracy & Timeliness:
Perform regular checks to ensure information, system access and operational records are accurate and complete.
Manage multiple recurring tasks with strict timelines and ensure deadlines are consistently met.
Maintain proper documentation and records for IT and webinar support processes.
Follow up on outstanding issues and ensure they are resolved or appropriately escalated.
Provide timely updates to relevant stakeholders on system or operational issues.
Support Process Improvement & Documentation:
Document workflows, troubleshooting steps and common solutions to support consistent processes.
Contribute to the development and maintenance of SOPs and support guides.
Identify gaps or inefficiencies in existing processes and recommend practical improvements.
Support ongoing enhancements to systems, webinar workflows and operational processes.
Assist with other IT, webinar or academic operations projects and assignments as required.
Qualifications
Diploma or Degree in Information Technology, Computer Science, Business, Education or a related field is preferred.
Prior experience in IT support, systems support, webinar support, customer support or similar roles is an advantage.
Proficient in Microsoft Excel or Google Sheets.
Comfortable working with multiple systems and platforms, such as Zoom, Salesforce, LMS platforms and communication tools.
Comfortable troubleshooting basic technical and system-related issues independently.
Clear and professional communication skills, both written and verbal.
Able to speak and communicate in Chinese to support Chinese-speaking teachers, participants and stakeholders where required.
Able to work independently in a remote environment with a high level of accountability.
Proactive and adaptable, with the ability to manage shifting priorities across webinar and IT support workflows.
Comfortable working in a fast-paced, support-oriented environment where responsiveness is important.
Nice-to-Haves
Familiarity with LMS platforms such as TalentLMS or similar systems.
Experience supporting webinars, online classes, virtual events or training sessions.
Experience with Respond.io, WhatsApp Business or similar communication platforms.
Experience providing technical support to users remotely.