Global eCommerce LMS Support Specialist
4 days ago
- Manage LMS Support Ticket Queue: Monitor and prioritize support tickets, ensuring timely responses and resolution of issues.
- Triage & Assign Tickets: Assess incoming requests, determine their urgency and complexity, and assign them to the appropriate team members or handle directly.
- Monitor & Ensure SLA Compliance: Track ticket progress, follow up on outstanding issues, and ensure resolution within established Service Level Agreements (SLAs).
- Analyze & Address Recurring Issues: Identify trends in support requests, develop proactive solutions such as FAQs, user guides, or training materials to reduce repetitive issues.
- User Communication & Support: Provide clear and professional updates to users regarding ticket status, troubleshooting steps, and resolution timelines.
- Collaboration & Escalation: Work closely with IT, HR, and Learning & Development teams to escalate complex technical issues and implement solutions.
- System Maintenance & Optimization: Assist in regular LMS audits, user account management, and configuration updates to ensure optimal system performance.
- Process Improvement: Continuously review and refine the support ticketing process to enhance efficiency, user satisfaction, and overall service quality.
- Documentation & Reporting: Maintain accurate records of support activities, generate reports on ticket trends, and recommend improvements.
- Bachelor's degree in Business Administration, Information Systems, Education Technology, or a related field (preferred).
- 1-3 years of experience in administrative support, helpdesk support, or LMS administration.
- Familiarity with Learning Management Systems (e.g., Cornerstone, Moodle, SAP Litmos, SuccessFactors, Workday Learning, or similar).
- Basic troubleshooting of technical issues related to user access, course enrolment, and system errors.
- Knowledge of ticketing tools (e.g., ServiceNow, Zendesk, Jira) is a plus.
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