Partner Learning Support Specialist

Job Description

Partner Learning Support Specialist SureSkills is an edtech services company that specializes in the creation of engaging and impactful e-learning experiences that empower learners and drives organizational growth. SureSkills are the market leaders in the creation of technical education programmes. We work with companies like Google, AWS, Microsoft, VMware, Meta and Coursera to create their education programmes. Most programmes that we develop include hand-on labs to support the learner in their journey towards mastery of their new subjects We are seeking a strong learning support and operations professional for the Partner Learning Services Learning Operations team. The Partner Learning Services team provides training to thousands of partners to help grow Google Cloud. The training portfolio includes virtual instructor-led classroom, and on-demand training. The scope is across the technology/cloud domain. The Partner Learning Services team is responsible for, developing, launching, and successfully delivering learning programs that drive impact at scale. The global operations team within the PLS team is responsible for end to end execution of all the virtual and in-person classes for our Google Cloud partners. Though this is a regional position (India) within the global learning operations team, the individual might have to support other regions or training programs as the need arises. Key Responsibilities (but not limited to): As a functional program support specialist and subject matter expert, manage cross-functional escalations, optimize support processes, and drive program-level improvements through data insights and collaboration Be the single point of contact for all functional queries and escalations wrt partner support ensuring timely acknowledgment and resolution Be the functional expert between internal teams (Support, Program, Engineering, Ops and other PLS teams) to investigate, route, and resolve escalated issues. Conduct root cause analysis (RCA) to identify and find solutions to avoid repetitive errors Monitor SLAs and KPIs impacted due to escalated cases and provided insights Ensure exceptional customer experience and operational efficiency across support workflows, while working closely with a cross-vendor team of support team and program managers and Googlers Maintain standard operating procedures (SOP) documents for partner support Contribute to process improvement initiatives by optimizing resources Support learning program managers in the preparation of planned and ad-hoc reports Participate in business reviews and add-value by analyzing support ticket trends (volume and SLA) and by sharing insights Support workstream leads, programs and/or learning consultants as the need arises. Experience and Skills: Bachelor’s degree 3+ years experience in driving large scale program support and/or learning operations; preferably with technology organizations in learning program support and operations Good communication skills; proficiency in English Strong attention to detail amidst high volumes of support tickets and queries Comfortable working with repetitive, manual tasks Ability to work in a global team; strong collaboration skills Ability to navigate ambiguity and deliver in a fast paced environment Proactive problem solving and willingness to go the extra mile to assist learners Knowledge of Google Workspace Show more Show less