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LMS Technical Support Representative

4 months ago

Syracuse, United States National Safety Council Full time
Save lives, from the workplace to anyplace.

The National Safety Council is America's leading nonprofit safety advocate. We focus on eliminating the leading causes of preventable injuries and deaths. Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur. Our Initiatives include:
  • Workplace Safety
  • Roadway Security
  • Impairment

We are currently looking for an LMS Technical Support Representativeto join us in our mission to save lives and prevent injuries.

Position Highlights:

The LMS Technical Support Representative will provide technical assistance and answers to users' questions, assisting users by troubleshooting problems with computer hardware or software.

What You'll Do:
  • Effectively conducts inbound customer service calls from multiple program queues meeting defined performance metrics, quality and customer satisfaction standards, and satisfying all program regulatory requirements.
  • Applies empathy, listening, and service techniques to defuse situations and avoid call escalation.
  • Fields support calls, chat, email, and/or other communication from users with inquiries regarding web-based eLearning software platform.
  • Effectively handles multiple customer email and/or chat conversations simultaneously, with professionally written correspondence.
  • Identifies, investigates, and resolves users' problems with computer software and hardware.
  • Clearly and concisely documents customer interactions with account notes in business systems.
  • Drafts and supports the implementation of professional template email and chat customer responses to enable efficient simultaneous support of multiple customer conversations.
  • Consults with users to determine steps and procedures taken to identify and resolve the problem create related documentation.
  • Applies knowledge of computer software, hardware, and procedures to solve problems.
  • Guides users through diagnostic and troubleshooting processes, which may include the use of diagnostic tools and software and/or following verbal instructions.
  • Provides Level 2 customer support via escalated phone calls, Jabber chat support, and email.
  • Expertly trains new and existing colleagues to handle eLearning support calls, including meeting defined quality and customer satisfaction standards.
  • Designs and creates training plans, process documents, user guides, skill assessment tests, job aids, call flows, and other resources to support team performance and consistency.
  • Collaborates with other staff to research repetitive questions to identify team training and job aid opportunities. Supports maintenance of team resource library to ensure robust and accurate resources.
  • Assists with quality assurance call monitoring and evaluation. Identifies repetitive errors and other opportunity areas to resolve through additional training and/or resource creation/improvement.
  • Conducts deskside coaching, mentoring, and team continuing education sessions based on quality assurance evaluation and team feedback.
  • Proactively and swiftly communicates repetitive or widespread customer concerns to management for resolution.
  • Identifies repetitive customer issues and recommends changes to processes for efficiency or to elevate the customer experience.
  • Designs and updates data tracking related to service, support, and call center metrics.
  • Pulls various reports, updates business systems with data related to student completions, course metrics, etc.
  • Performs other related duties as assigned.
We're Looking for Someone with:
  • Bachelor's degree preferred.
  • At least three years of experience in customer technical support is highly preferred.
  • At least two years of experience training others, preferably in a call center environment.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Professional and pleasant telephone manner.
  • Ability to explain technical issues to technical and non-technical employees and customers.
  • Strong analytical and problem-solving skills.
  • Proficient with Microsoft Office Suite or related software.
  • Proficient with or the ability to quickly learn an array of computer hardware and software.
  • This is a hybrid position
  • The hourly rate is $21.75/hr
Reasons You'll Love it here:
NSC cares about the safety, health, and overall well-being of our employees. We offer competitive benefits, resources, and tools to promote a work-life balance that supports employees during all phases of life. We offer the following:
  • At least 20 PTO days accrued 1st year and 11 paid holidays
  • Flexible work arrangements
  • Comprehensive medical, dental, vision, and life insurance plans
  • Flex spending accounts for medical and dependent care
  • 403(b) & Roth 403(b) with employer match up to 6%
  • Reimbursable training
  • Student loan pay down
  • Dress for your day

We believe that you can't be safe if you don't feel safe.Feeling safe requires a commitment to equitable policy implementation and promoting diversity in the safety profession. We must cultivate our own diverse, inclusive, and equitable work environment to deliver on our mission to save lives, from the workplace to anyplace.

NSC is an equal opportunity employer.