Position Summary:
This role acts as the first point of contact for Ember end-users, providing prompt and courteous support in response to student, instructor, and administrator help tickets via helpdesk, livechat, and remote desktop support software. Other responsibilities include LMS administration, creation of user-facing tutorials to be hosted in Knowledge Base, internal documentation, research, Quality Assurance, assistance with course building, and reporting of issues via an internal issue-tracking system.
Key Objectives for this role:
- Technical Support
- Receive and troubleshoot technical issues raised by students, administrators, and instructors
- Troubleshoot technical issues raised by internal HotChalk users
- Provide prompt and courteous support via helpdesk, livechat, and remote desktop support software
- Reproduce and document user issues
- Coordinate escalation of issues to Tier 2 and 3 technicians and to other departments
- Be knowledgeable in learning management system and related technologies
- Understand policies and procedures, both internal and those of partners
- Research and Documentation
- Create step-by-step tutorials for publication in our Knowledge Base
- Research and document settings, views, and permissions within the system
- Research system behavior with regards to specific use cases
- Assist with quality assurance and smoke testing for new features and version releases
- Define and document use cases for features and tools within the system
- Document user feedback and improvement ideas
- LMS Administration & Course Development Support
- Complete day-to-day LMS administration and configuration
- Create courses and enroll users
- Input/update course settings
- Adjust system settings
- Implement/maintain third-party tools integrated via LTI
- Edit, QA, and copy course content within the Ember LMS
- Confirm instructor assignments and enrollments within the system
- Assist with setup for UAT and training within Ember
The right candidate will have the following background and education:
- Knowledge, Skills & Abilities
- Familiarity with education-related technologies, including Learning Management Systems
- Experience with customer service/support and/or student/faculty support
- Excellent verbal and written communication skills
- High level of comfort with technology
- Experience with Microsoft Office products
- Minimum Educational Level/Certifications
- Bachelor’s Degree in a related field or an equivalent combination of training and experience in an Internet-related field
- Minimum Work Experience and Qualifications
- Minimum of 1-2 years of relevant experience
- Experience working with students and instructors
The ideal candidate will have the following:
- Knowledge, Skills & Abilities
- Experience with Online Learning/Online Education
- Strong problem-solving skills
- Must be self-motivated and able to work in a team environment
- Be able to handle multiple job tasks at one time and escalate issues in a timely manner
- Ability to think on your feet and diagnose issues rationally and methodically
- Educational Level/Certifications
- Bachelor’s Degree in a related field or an equivalent combination of training and experience in an Internet-related field
- Familiarity with LMS administration
- Experience with Zendesk
Other Responsibilities to include:
- Act as point of contact for Marketing employees and liaison for Marketing for various meetings/projects in order to assess best use of resources
- Special projects as needed
The ideal candidate will have the following background and education:
- Public company as well as Private-to-IPO experience is a plus
- Systems and policy implementation experience
- At least 10 years of prior Marketing experience, with Supervisory experience preferred; and experience in Project/Program Management
- BA/BS required