LMS Support Specialist

2 months ago

Dublin, Ireland GP Strategies Full time

GP Strategies Corporation is one of the world's leading talent transformation providers. By delivering award-winning learning and development solutions, we help organizations transform through their people and achieve meaningful change. GP Strategies has delivered our innovative consulting, learning services, and talent technology solutions to over 6,000 organizations globally.

From our global experience working across thousands of projects and initiatives over the past 55 years, we've learned that relationships, business, work, innovation, strategy, and transformation are all about people. And, to put it simply, GP Strategies is about our people - an extensive global network of learning experts. Additional information can be found at .

***THIS JOB IS A PART OF A LABOUR MARKET MEANS TEST***

Job Summary

Utilize data analytics tools to track and analyze own inbound live chat sessions. Employing 
techniques to identify common topics and trends in customer inquiries to gain better 
knowledge and understanding. Analyze own data techniques to optimize reponse times and improve own efficiency of resolving customer issues via chat. Analyze weekly and monthly metric reports to identify own areas for process optimiztion, ensuring timely and accurate resolution of customer requests. Evaluate own performance and use data analysis and mining to identify opportunities and provide feedback for tool enhancement to support productivity. Monitor own compliance with company policies and procedures through weekly and monthly reports which use data analytics to identify areas of non-compliance and implement corrective actions if necessary. Employ data-driven insights and data visualisation to identify own training and development to enhance support specialist skills and knowledge. Utilize dignostics analytics and machine learning models to anticipate user needs and proactively address potential issues before they escalate. Analyze own chat data along company wide discussions and reports to gain a holistiv view of customer support needs and preferences. Analyze and discuss customer feedback with manager via 121s and quarterley reviews to identify areas where language and communication styles can be enhanced for better customer understanding and satisfaction. Implement data-driven quality assurance measures and data visualization to ensure consistency and accuracy in chat responses, minimizing errors and misunderstandings.  Analyzing the data to see trends of requests, requestors and agents. Continuously explore and employ new data tools and techniques to enhance own efficiency within user needs operations.

Qualifications

Prior experience as an LMS Administrator with in depth knowledge of the LMS and its functionality. Strong technical aptitude with the ability to absorb technical processes and apply them quickly. Working knowledge of Microsoft Office, MS Teams, Excel, Word, PowerPoint is required

We are seeking candidates who possess the following capabilities:

Detailed oriented with analytical thinking ability Superior organizational skills Must be able to multitask Possess superior spoken and written English grammar and punctuation Superior troubleshooting skills Helpdesk, administration and/or customer service type background Must be a self-starter Ability to work independently and in a global team setting, while managing competing priorities. Must be professional, well spoken, and able to interact with customers at all levels. Proficiency in MS Products: MS Teams, Excel, Outlook, Word, Teams SuccessFactors and or Work Day Learning, Learning Management System experience a plus but not required.

With more than 4000 employees in over 30 countries, diversity at GP Strategies is second nature Beyond our locations, our culture focuses on performance and revolves around respect, fairness, and working collaboratively to achieve our goals. We support our People, no matter who they are or where they are from, because we all have valuable and unique perspectives and approaches. That's how great ideas are born, which enable us to work smarter.

GP Strategies is committed and proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth and related conditions, sexual orientation, and gender identity), national origin, age, veteran status, disability, or any other federally protected class.

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