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, behaviours & 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.