Tech Support Associate

Location: Troy, MI
Date Posted: 08-09-2018
US Citizen Only
W-2/1099 Contract

 Looking for a full-time Training Administrator to provide training administrative services for one of our global clients. The person fulfilling this position will be trained to perform various tasks within a Learning Management System (LMS), will interface directly with our customers to troubleshoot issues via the telephone or email, will analyze and assist in root cause analysis of trouble tickets and program issues, and take appropriate action to ensure customer satisfaction.
Responsibilities include but are not limited to: • Receive, analyze and resolve trouble tickets via telephone, fax or email, • Provide Learning Management System (LMS) technical assistance, support and follow-up for various LMS’ on all assigned programs • Receive, analyze and process client requests for LMS administration (ex. Add courses, classes, roster processing) to expected levels of quality • Assist in root cause analysis and remediation of end-user issues involving learning activity content within the LMS • Meet all SLAs, KPIs, and standards including productivity, turn time, quality, accuracy and customer satisfaction • Record and/or update request system appropriately for all daily calls/emails • Timely follow up and follow through of assigned requests • Effectively monitor and manage assigned work queues • Prioritize workload to meet service level agreement and request due dates • Assist in the development and/or updates of departmental and program procedures as needed • Provide proactive continuous improvement suggestions to existing processes • Work at home, internet access required • Ability to log into required systems at scheduled start time • All other duties as assigned Required Skills: • Minimum of 1 year experience working in a database system such as a request management system or other data entry application • Minimum of 1 year experience in a customer service role • Excellent customer service skills • Excellent written and verbal skills • Excellent organization skills • Problem solving skills • Ability to work with minimal supervision • Ability to work a third shift schedule according to the client’s local time zone, Saturday through Wednesday • Basic knowledge of Microsoft Excel Desired Skills: • Previous experience working in a Learning Management System, preferably Totara Required Education: • High school diploma or equivalent
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