• Workplace Safety
• Roadway Security
• Impairment

The LMS Technical Support Representative will provide technical assistance and answers to users' questions, assisting users by troubleshooting problems with computer hardware or software.

• 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

• At least 20 PTO days accrued 1^st 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