LMS Technical Support Representative
National Safety Council
- Syracuse, NY
- $21.75 per hour
- Permanent
- Full-time
- Workplace Safety
- Roadway Security
- Impairment
- 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.
- 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
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