Job Description
Job Description: POSITION SUMMARY: Provide support for Learning Management System (LMS) users by troubleshooting/resolving or escalating user reported issues according to department Service Standards. Support in-person and virtual classroom training. Execute LMS System Administrator support tasks.
PRIMARY RESPONSIBILITIES: - Provide World Class Customer Service to employes and serve as a trusted advisor for all operational training programs.
- Troubleshoot user reported LMS and course challenges and ultimately identify root cause.
- Document and escalate each issue using internal service tracking tools.
- Resolve or escalate course issues to content development teams and communicate all other identified issues. Follow through to ensure issue resolution.
- Provide end user training and assistance for LMS navigation, transcripts and reporting.
- Support various instructor led training sessions including in-person and virtual.
- Maintain a positive and collaborative relationship with Help Desk resources.
- Partner with stakeholders on end user system usage and feedback; collect system improvement opportunities.
- Serve as a trusted advisor for all operational training programs by answering questions and escalating issues as needed.
- Research training history and provide reports upon request.
- Execute and QA review weekly, monthly and quarterly reports and others as needed.
- Administer and deliver configured reports. Assist with design of system generated reports.
- Assign training to end users as needed.
- Assist with maintenance of system configuration including: automatic training assignments, curriculum adjustments, custom pages, welcome pages, system generated email, system release readiness.
- Conduct Quality assurance tests as outlined in course/curriculum deployment processes.
- Assist with content development as assigned, including curriculum configuration, user guides, job aids, store training meeting materials, onboarding packets, and other deliverables.
MINIMUM REQUIREMENTS:- Bachelor s degree preferred
- Minimum 1+ years of customer service support required; 1-3 years of LMS support/administration preferred.
- Preferred experience in e-learning quality testing, technical troubleshooting processes, and the ability to multi-task and effectively manage competing deadlines and demands.
- Preferred experience with Cornerstone Learning Management System, Google Suite, Microsoft Word, Excel, PowerPoint.
- Written and verbal communication skills, excellent interpersonal skills, commitment to providing World Class Customer Service, ability to troubleshoot and problem solve, ability to develop creative solutions
- Ability to work effectively within a high performing team, capacity for flexibility and responsiveness to changing demands; problem solving.
BENEFITS:- Quarterly profit-sharing bonus
- FREE medical healthcare option for employees
- Company-funded retirement plan - no cost to employee
- Paid holidays
- Paid time off
- Flex remote arrangements (3-4 days in office 1-2 days from home)
- Tuition Assistance
- Employee discount
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions/primary responsibilities. This job description is not all inclusive and is subject to change. Additional duties and tasks may be assigned, as necessary. Employment remains AT WILL at all times.