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LMS Customer Success Intern

4 months ago

Niles, United States Shure Incorporated Full time
LMS Customer Success Intern Job ID 2024-3694 Category Marketing & Product Management Job Locations US-IL-Niles Workplace Arrangement Hybrid, Remote Overview

SUMMER & FALL 2024


Shure offers a challenging, fun and rewarding summer internship program. We are looking for an intern to work part time, the remainder of the summer and then during the fall semester.

The Shure Audio Institute (SAI) is a training, education and resource center that provides industry professionals and enthusiasts with access to free webinars, courses, resources, and expertise in the field of audio technology and sound engineering. The primary responsibility of the LMS (Learning Management System) Customer Success Intern is to ensure customer inquiries are addressed promptly while providing effective solutions. This may include passwords resets, setting up instructor-led registrations and assisting with managing course translations.

This part-time internship is available for individuals who can commit to working on Mondays, Wednesdays, and Fridays, for a total of approximately 12 hours per week.


This Internship can be remote or hybrid out of our Niles, IL Headquarters

Responsibilities
  • Receive and respond to customer queries related to the learning management system via Salesforce or telephone in a timely and professional manner. Understand and troubleshoot basic customer issues to provide accurate and helpful solutions. Know when to escalate issues to manager.
  • Process password reset requests from LMS users. Verify user identity and generate new passwords or guide users through the password reset process. Ensure that user accounts are secure and confidential information is protected.
  • Provide technical support to LMS users, troubleshooting and resolving issues related to system functionalities, navigation, and usability. Diagnose problems, escalate to appropriate teams or manager, if necessary, and ensure swift resolution.
  • Assist customers in utilizing the learning management system effectively. Provide basic guidance on accessing courses, managing their profiles, and using other LMS features.
  • Ensure SAI LMS system standards, policies and procedures are implemented and followed including adhering to users' data rights and privacy protection.
  • Work closely with the Instructional Design Team to test and manage training content.
  • Participates in the quality assurance process to ensure the accuracy and integrity of all information and data residing in the LMS.
  • Proactively gather customer feedback regarding the LMS experience, features, and usability. Analyze feedback, identify recurring issues, and suggest improvements to enhance user satisfaction to manager.
  • Knowledge of Microsoft Suite of Products: Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint, is a plus. Familiarity with these tools will enable the administrator to effectively communicate with customers, create reports, and analyze data. Additionally, knowledge of Microsoft SharePoint or Teams may be beneficial for collaboration and document sharing purposes.
  • Proficiency or familiarity with Salesforce is a plus. Experience in using Salesforce to track and manage customer interactions, create cases, and generate reports would be advantageous. The ability to navigate and utilize Salesforce to enhance customer service and support efforts will be highly valued.
  • Assists with or handles a variety of department clerical and administration functions and processes, as required
Qualifications
  • Pursuing an Associate's or Bachelors degree preferred.
  • Experience as a customer service representative or administrator in a technology-driven environment.
  • Familiarity with learning management systems and their functionalities is a plus.
  • Excellent verbal and written communication skills. English language proficiency is required.
  • Attention to detail and a commitment to providing exceptional customer service.
  • Basic knowledge of Microsoft Office and the ability to learn new software systems quickly such as Okta and Salesforce.
  • Ability to prioritize tasks effectively in a fast-paced environment to ensure issues are resolved in a timely manner.
  • Maintain confidentiality of new product information.
  • Strong problem-solving and analytical abilities.

WHO WE ARE
Shure's mission is to be the most trusted audio brand worldwide - and for nearly a century, our Core Values have aligned us to be just that. Founded in 1925, we are a leading global manufacturer of audio equipment known for quality, reliability, and durability. We engineer microphones, headphones, wireless audio systems, conferencing systems, and more. And quality doesn't stop at our products. Our talented teams strive for perfection and innovate every chance they get. We offer an Associate-first culture, flexible work arrangements, and opportunity for all.

Shure Incorporated is headquartered in Niles, Illinois, with remote and hybrid opportunities throughout the United States. We have more than 35 regional sales offices, engineering hubs, and manufacturing facilities throughout the Americas, EMEA, and Asia.

THE MIX MATTERS
Don't check off every box in the job requirements? No problem We recognize that every professional journey is unique and are committed to providing an equitable candidate experience for all prospective Shure Associates. If you're excited about this role, believe you've got the skills to be successful, and share our passion for creating an inclusive, diverse, equitable, and accessible work environment, then apply