LMS Technical Support Representative

Company: National Safety Council
Location: Syracuse
Posted on: September 15, 2023

Job Description:

Save lives, from the workplace to anyplace. The National Safety Council is America's leading nonprofit safety advocate. - We focus on eliminating the leading causes of preventable injuries and deaths. -Through leadership, research, education, and advocacy, NSC focuses on areas where most unintentional injuries and deaths occur. - Our Initiatives include:

• Workplace Safety
• Roadway Security
• Impairment We are currently looking for an -LMS Technical Support Representative to -join us in our mission to save lives and prevent injuries. Position Highlights: The LMS Technical Support Representative will provide technical assistance and answers to users' questions, assisting users by troubleshooting problems with computer hardware or software. What You'll Do:
  • 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.
  • Identifies, investigates, and resolves users' problems with computer software and hardware.
  • 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.
  • 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.
  • 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.
  • Collaborates with other staff to research and resolve problems.
  • Clearly and concisely documents customer interactions with account notes in business systems.
  • Designs and creates process documents, job aids, call flows, and other resources to support team performance and consistency.
  • Expertly trains new and existing colleagues to handle eLearning support calls, including meeting defined quality and customer satisfaction standards.
  • Provides input to further Continuing Education training needs and content for the CSR team.
  • 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.
  • Provides Level 2 customer support via escalated phone calls, Jabber chat support, and email.
  • Performs other related duties as assigned. We're Looking for Someone with: -
    • Bachelor's degree in Computer Science or related field preferred.
    • At least three years of experience in customer technical support is highly preferred.
    • 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 salary is $21.75/hr Reasons You'll Love it here: - 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 We believe that you can't be safe if you don't feel safe. -Feeling safe requires a commitment to equitable policy implementation and promoting diversity in the safety profession. We must cultivate our own diverse, inclusive, and equitable work environment to deliver on our mission to save lives, from the workplace to anyplace. NSC is an equal-opportunity employer. Powered by JazzHR

Keywords: National Safety Council, Syracuse , LMS Technical Support Representative, IT / Software / Systems , Syracuse, New York