Learning Coordinator

Job Title: Learning Administrator

Fully Remote role

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Customer support and training for client LMS Administrators for support desk.
• Identify problems and root causes, taking a consultative approach to assist the client with a resolution.
• Assist with updates and revisions to training program-related processes, procedures, and supporting documentation.
• Assists with upload/publish and testing of e-Learning sources files in the LMS, troubleshoot any related issues (internally and with clients).
• Conducts LMS training classes and webinars for clients.
• Assists with daily tasks such as sending status reports, responding to client questions, and assisting content team with technical issues.
• Document of customer interactions in a CRM/Issue software tracking system by creating, tracking, and resolving cases as well as time involved.
• Provide training and support for some international customers in off-hours due to time zone differences.
• Maintain the integrity of client/learner records and managing user accounts.
•  Assists clients to make recommendations to improve their online training program through LMS improvements such as setting proper permissions and file structure.
• Assist with internal process auditing and innovation of best practices.

Qualifications Required:

• LMS experience is preferred.
• Transactional data entry processing such as item creation, learning history updates and assignments, with a scripted checklist, within agreed SLA.
• Testing new courses with a scripted checklist
• Light course troubleshooting/testing
• Metrics recording/tracking.
• Assisting with creating process documentation/checklists
• Review request submissions, look for trending and best practice opportunities.

Preferred Qualifications:

• Demonstrated excellent verbal and written communication skills.
• Intermediate-level skills with MS Excel, Word, Outlook, etc.
• Customer focus proactively finds ways to exceed customer needs.
• Detail-oriented, well organized
• Instructor -led/classroom training experience.
• Able to communicate effectively in all modes with customers and peers.
• Analytical identifies root causes, corrective, and preventative actions.
• Logical, problem solving, troubleshooting skills.
• Ability to work in a team environment and take initiative individually.
• Directly transferable experience in a similar customer technical support role focusing on LMS use and customer implementation.
• Strong attention to detail, ability to multi-task and work independently as well as in a team environment.
• Familiar with SCORM and AICC
• Demonstrable experience and success in interacting with customers on a regular basis.
• Experience with either Oracle iLearning LMS and Cornerstone LMS a plus
• Physical Requirements: 
• Standing, Talking, Hearing, Repetitive Motion (computer work), Sedentary
• May require domestic travel to client facilities (offices, plants)