Job Title: Enterprise Help Desk Specialist

Reports To: Director of Client Success

FLSA: Non-exempt

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Summary/Objective:The Enterprise Help Desk Specialist is responsible for managing customer inquiries and providing support to businesses using Knowledge Coop products and services. They serve as the primary point of contact for customers, addressing their questions, concerns, and issues in a timely and professional manner. They will collaborate with internal teams to ensure customer needs are met and work to resolve any issues that may arise. The person in this role will also ensure the successful delivery and implementation of SCORM courses post-sale. Additionally, they will provide ongoing, dynamic support for our Content Licensing clients throughout the duration of their contracts. Key skills for this role include excellent communication skills, problem-solving abilities, and a customer-focused mindset.

Essential Duties and Responsibilities 

Product Knowledge: Develop a deep understanding of the company's services. Staying informed about platform updates, new features, system roadmap or backlog, company products, and services, as well as industry trends, to effectively communicate their value to clients. 

Troubleshooting and Support: Act as the first line of support for clients when they encounter issues or have questions. Conduct basic troubleshooting of user issues or possible technical bugs, before escalation. Coordinate with Client Success Managers, and Platform and Development teams to ensure timely resolution of problems. 

Customer Advocacy and Feedback Collection: Act as a voice of the customer within the company by gathering feedback and insights from clients. Share this feedback with relevant teams to drive product/service improvements.

Author courses in the SCORM file format: As soon as courses are through the content creation pipeline you will 

• Download and add all related assets
• Format courses to specifications
• Export courses to .zip SCORM file
• Add courses to the SCORM Cloud hosting service

Implementation and Coordination: Ensure the timely and successful delivery of our courses to the client upon sale. Communicate the progress of initiatives to internal and external stakeholders.

Client Training: Provide training sessions or workshops to clients to ensure they are proficient in using the SCORM courses in their LMS effectively. This might involve creating training materials or offering one-on-one coaching.

Documentation and Record-Keeping: Maintaining accurate records of client interactions, and account information using our CRM software or other relevant tools. Track and report on content usage and license expirations.

Special Skills

• Willingness to become proficient in Articulate 360 and related software through training and other educational resources. 
• Understanding of SCORM 1.2, SCORM 2004, and xAPI file formats. 
• Understanding of SCORM Cloud and SaaS hosting conventions
• Competent in graphic design fundamentals
• Competent in technical client support. 

Competencies 

To perform the job successfully, an individual should demonstrate the following competencies:

Play

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Diversity - Shows respect and sensitivity for cultural differences; promotes a harassment-free environment.

Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Accountability

Accountability - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Communication

Strong Interpersonal skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; 

Presentation skills - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Participates in meetings.

Excellence 

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in a timely manner; Strives to increase productivity; Works quickly.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of this job, the employee is frequently required to sit, operate computer equipment, and walk/stand.
• The employee may occasionally lift up to 25 lbs. 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• The noise level in the work environment is usually moderate, similar to that of a busy office.
• Travel may be required eventually but is not part of the role currently.