IT onsite
CDI
Mission:
- Assists L&D teams and Learners as the initial point of contact by answering inquiries and providing immediate resolution or redirection to escalated support resources
- Monitors the platform queues to provide support the respective regional needs
- Works with the L&D teams to troubleshoot and resolve technical issues related to accessing the LMS and course content
- Identifies and communicates opportunities for process and quality improvements, providing feedback on usage, defects, and suggested enhancements
- Manages and maintain the Learning Catalogs
- Grants or revoke requested admin rights and analytics access
- Resets learner quizzes (or support site or local representatives to do so)
- Support site or local representatives to archive terminated courses
- Collaborates with the L&D teams on user/learner training
SKILLS, BEHAVIORS & KNOWLEDGE
- Critical thinking and problem solving skills
- Troubleshooting skills
- Service-oriented and ability to deliver excellent customer service
- Good listening skills and patience to work with all types of employees
- Responsive and positive attitude
- Tech Savvy and ability to gain new technical skills quickly
- Strong oral and written communication skills; ability to communicate complex technical concepts in layman's terms
Profil recherché :
Experience
- Previous experience supporting users
- Experience with learning platforms, such as MyAcademy, is a plus
Education
- University/College Degree
Certifications and Licenses
- n/a
Languages
- English (required)
- Other languages (plus)
Tools and Applications
- Proficient with Microsoft Office Suite or related software