Training Assistant (LMS)

Location: Troy, MI
Date Posted: 02-22-2018
Raytheon Professional Services (RPS) is looking for a Training Administrator in our Troy, MI location to provide training administrative customer services for a global Fortune 500 company. The person fulfilling this position will be trained to perform various tasks within a Learning Management System (LMS) as well as interface directly with our customers. This role is an early career position for the right candidate who meets the required skill set and has the desire to grow within the program. 

Responsibilities of this position include, but are not limited to: 
• Receive, analyze and update requests using a request management system 
• Process and complete all assigned requests for LMS support services (examples: add a course, change a class, process a roster) to expected levels of quality 
• Interact with customers to understand/clarify requests and resolve issues when required 
• Respond to general inquiries from customers via phone, email, chat 
• Prioritize workload to meet SLAs and request due dates 
• Provide process guidance and walk-throughs to clients on how to submit requests 
• May generate and reformat standard reports (include/exclude filters) using Excel 
• Assist with internal administrative tasks to support the program 
• Attend and participate in internal and customer meetings as required 
• Maintain customer satisfaction score of 95% or above 
• Provide proactive continuous improvement suggestions to existing processes 
• Arranging and scheduling training rooms, instructors, and required equipment 
• Corresponding with students, instructors and event sponsors via email and/or phone, (e.g., confirmations, cancellations, substitutions, etc.) to answer inquiries and resolve scheduling issues. 
• Scheduling courses/classes within the Learning Management System 
• Updating the Learning Management system with enrollments, completions, surveys 
• Regular use of a Workflow Management System to track and manage class session requirements and completion of tasks
Required Skills • Two years experience in customer service or the administration field preferably supporting meetings or class sessions • Excellent customer service skills • Excellent written and verbal skills • Problem solving skills • Strong attention to detail with excellent organizational skills • Ability to prioritize and manage multiple work assignments in order to meet all project deadlines • Ability to work individually and as part of a small team • Flexibility to work occasional overtime and weekends • Must be proficient in MS Office Desired Skills • Previous experience working in a Learning Management System, preferably Cornerstone. Required Education • High school diploma or equivalent required; associate’s degree preferred
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