Client Support Specialist LearnSomething
The Client Support Specialist (CSS) is responsible providing technical assistance to support the LearnSomething community via telephone and/or email. He/She will provide assistance concerning the use of Learning Management System including general technical support, course/portal specific issues, general information regarding training and data specific to client. The CSS must possess good customer service skills with the ability to prioritize and handle multiple priorities simultaneously.
Essential Duties and Responsibilities
The incumbent in this position is responsible for the following:
Assistance with user login accounts; responding to user inquiries regarding custom application components; and escalation of user problems, as appropriate, to other support providers. Provide 2nd tier support as needed.
Day-to-day customer assistance / troubleshooting.
Management and hands-on implementation of customer specific tasks, problem resolution and end-user training.
Establishing and promoting best practices and processes to insure that client support and communication is strong, internal and management communications is clear and that internal support to client services is achieved.
Supports implementation department by assisting as needed with projects and workflow.
Ability to read and interpret documents such as client specifications, requirements and reports.
Ability to identify resources to verify information and communicate effectively, identify problems and work out a solution within departments.
Developing internal relationships to manage all aspects of the clients business.
The control, maintenance and distribution of project tracking files, including but not limited to e-learning hours, project plans, and current department process documents.
Prepare status reports to project lead and management, client, personnel or others, and modifies schedules or plans as required.
Database management by updating weekly in the required databases, internal or external or any required system.
Serves as a point of contact between the project team, and support department.
Providing administrative assistance to the PM and other members of the Project Team.
Provide 1st tier support to client administrators.
Conducts admin training and development of training documentation.
Build and troubleshoot HTML courses, acknowledgements and assessments.
Build and/or make changes to current portals.
Knowledge and Skills
Ability to work in a lightly structured, fluid working environment and to quickly adapt to changing requirements.
Work with minimum direction and must work well in a team environment.
Strong written and verbal communications skills.
Required to work in all aspects of Microsoft Office (Microsoft Project, Excel, Visio, and Word), SQL Query and Flash.
Ability to maintain confidentiality essential.
Ability to work at a high level of accuracy with attention to detail.
Excellent written and oral communication skills.
Ability to write clear and concise status / progress reports.
Must be flexible and able to adjust quickly to changing priorities.
An in depth understanding of Internet technology (DNS, web metrics, etc.).
Exceptional organizational skills ? we are committed to the highest possible levels of service to our clients.
Ability to think strategically, develop plans, communicate and execute these plans effectively.
Xerox Business Services, LLC is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox Business Services, LLC may request such accommodation(s) by sending an e-mail to firstname.lastname@example.org.
The Client Service Specialist Job Description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. Responsibilities, tasks, and duties of the jobholder might differ from those outlined herein to include other duties, as assigned at the sole discretion of LearnSomething management. This Job Description and these duties may be changed from time to time. Whenever changes are made, a copy of the new document will be provided to the Executive. The compensation plan may be changed at any time by the discretion of senior management of the Company.
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