Job Description Job Description:
POSITION SUMMARY:
Provide support for Learning Management System (LMS) users by troubleshooting/resolving or escalating user reported issues according to department Service Standards. Support in-person and virtual classroom training. Execute LMS System Administrator support tasks.
PRIMARY RESPONSIBILITIES:

• Provide World Class Customer Service to employes and serve as a trusted advisor for all operational training programs.
• Troubleshoot user reported LMS and course challenges and ultimately identify root cause.
• Document and escalate each issue using internal service tracking tools.
• Resolve or escalate course issues to content development teams and communicate all other identified issues. Follow through to ensure issue resolution.
• Provide end user training and assistance for LMS navigation, transcripts and reporting.
• Support various instructor led training sessions including in-person and virtual.
• Maintain a positive and collaborative relationship with Help Desk resources.
• Partner with stakeholders on end user system usage and feedback; collect system improvement opportunities.
• Serve as a trusted advisor for all operational training programs by answering questions and escalating issues as needed.
• Research training history and provide reports upon request.
• Execute and QA review weekly, monthly and quarterly reports and others as needed.
• Administer and deliver configured reports. Assist with design of system generated reports.
• Assign training to end users as needed.
• Assist with maintenance of system configuration including: automatic training assignments, curriculum adjustments, custom pages, welcome pages, system generated email, system release readiness.
• Conduct Quality assurance tests as outlined in course/curriculum deployment processes.
• Assist with content development as assigned, including curriculum configuration, user guides, job aids, store training meeting materials, onboarding packets, and other deliverables.

MINIMUM REQUIREMENTS:

• Bachelor s degree preferred
• Minimum 1 years of customer service support required; 1-3 years of LMS support/administration preferred.
• Preferred experience in e-learning quality testing, technical troubleshooting processes, and the ability to multi-task and effectively manage competing deadlines and demands.
• Preferred experience with Cornerstone Learning Management System, Google Suite, Microsoft Word, Excel, PowerPoint.
• Written and verbal communication skills, excellent interpersonal skills, commitment to providing World Class Customer Service, ability to troubleshoot and problem solve, ability to develop creative solutions
• Ability to work effectively within a high performing team, capacity for flexibility and responsiveness to changing demands; problem solving.

BENEFITS:

• Quarterly profit-sharing bonus
• FREE medical healthcare option for employees
• Company-funded retirement plan - no cost to employee
• Paid holidays
• Paid time off
• Flex remote arrangements (3-4 days in office 1-2 days from home)
• Tuition Assistance
• Employee discount

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions/primary responsibilities. This job description is not all inclusive and is subject to change. Additional duties and tasks may be assigned, as necessary. Employment remains AT WILL at all times.