- Hourly pay: $30-$35/hr
- Worksite: Leading enterprise software solutions company (Pleasanton, CA Hybrid (50% in the office))
- W2 Employment, Group Medical, Dental, Vision, Life, Retirement Savings Program, PSL
- 40 hours/week, 12 Month Assignment, Possibility of extension/conversion
- Assume ownership of various support initiatives or projects.
- Develop a system for measuring satisfaction within the initiatives or project while continually innovating processes and make improvements to scale the business.
- Manage incoming case queue(s), promptly prioritizing and resolving a wide range of education related inquiries.
- Resolution may include in-depth analysis, troubleshooting, and working with other internal teams.
- In the course of resolving cases, you will be required to manipulate the Learning Management System (LMS), have a good understanding of our policies and be comfortable reconciling accounts.
- Contribute to the evolution and development of training support.
- Regularly assess, communicate and report on case types and overall user experience.
- We'll rely on you to listen to our users, perform root-cause analysis to identify trends and patterns, and recommend system and/or process solutions that improve the user experience.
- You will design and drive process improvement around supporting our customers, partners, and internal users.
- Develop a deep understanding of our training offerings; be consultative with our customers, partners, and other internal teams.
- Work within a global team, spanning various time zones.
- Be able to learn from your peers as well as conduct independent investigation.
- Gain a concrete understanding of our Educations business, the various audiences, and drivers behind the business.
- Partner and collaborate with other our organizations to ensure the tools, messaging, and experience for customers are consistent and evolving.
- Responsible for understanding the Education Portal(s) hosted on ; become a subject matter expert on the integrations between SFDC and the LMS Establish yourself as an expert user of our Learning Management System (LMS), including enrollment support, administration, reporting and troubleshooting.
- Become a utility player within Education Operations and be able to flex job priorities as the business demands.
- Bachelor degree, or equivalent and relevant working experience are required.
- You thrive in a fast-paced, dynamic environment that demands innovation, accountability and a whatever-it-takes approach to deliver on commitments.
- You should be passionate about the quality of what you do with an intense desire to continue to make everything you are involved in better.
- You should be driven by maintaining a high level of productivity and be passionate about problem solving.
- You should also be ready to work hard but have a lot of fun doing it
- Ability to learn technology quickly through instruction and self-training.
- Ability to create and deliver presentations to an external customer audience.
- A passion for leveraging technology to streamline process.
- A proven ability to independently manage projects and attain buy-in and sign off from stakeholders.
- Knowledge of e-learning technologies and blended learning deployment strategies is required.
- Strong at driving and executing on logistics.
- Excellent problem solving skills.
- Ability to be flexible and adapt to a changing environment.
- Ability to thrive in a fast paced work environment and collaborate within a global team.
- Excellent at building relationships across teams to meet team goals and align with business objectives.
- Ability to apply a systems thinking approach.
- Ability to apply Big Picture concepts to your role and work.
- Ability to be a utility player and fill in where the business demands.
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Description
Job Description
Customer Support Analyst 1293 (H)
A leading enterprise software solutions company is seeking a Customer Support Analyst. The successful candidate will take our core value of customer service to the next level; continually looking for ways to measure and improve the customer experience. The ideal candidate is a self-starter in your own right, good at managing multiple inquiries and tasks while ensuring excellent customer service. The company offers a great work environment.
Customer Support Analyst Pay and Benefits:
