Learning Administration Helpdesk Associate - Troy MI - Military veterans preferred

2019-07-20
Raytheon (www.raytheon.com)
Other

/yr

  full-time   employee


Troy
Michigan
United States

Raytheon Professional Services is looking for a full-time Learning Administration Helpdesk Associate for our Contact Center in Troy, Michigan to provide non-IT training administrative services for our global clients. The person fulfilling this position will be trained to perform various tasks within a Learning Management System (LMS), will interface directly with our customers to troubleshoot issues via the telephone or email, will analyze and assist in root cause analysis of trouble tickets and program issues, and take appropriate action to ensure customer satisfaction.

Responsibilities include but are not limited to:

  • Receive, analyze and resolve trouble tickets via telephone, email or fax
  • Provide LMS technical assistance, support and follow-up for various LMS’ on all assigned programs
  • Receive, analyze and process client requests for LMS administration (ex: add courses, classes, roster processing) to expected levels of quality
  • Assist in root cause analysis and remediation of end-user issues involving learning activity content within the LMS
  • Meet all Service Level Agreements (SLA), Key Performance Indicators (KPI), and standards including productivity, turn time, quality, accuracy and customer satisfaction
  • Record and/or update request system appropriately for all daily calls/emails
  • Timely follow up and follow through of assigned requests
  • Effectively monitor and manage assigned work queues
  • Prioritize workload to meet service level agreement and request due dates
  • Assist in the development and/or updates of departmental and program procedures as needed
  • Provide proactive continuous improvement suggestions to existing processes
  • Ability to log into required systems at scheduled start time
  • All other duties as assigned

Required Skills:

  • Minimum one (1) years experience working in a database system such as a request management system or other data entry application, plus
  • Minimum of one (1) year experience in a customer service role
  • Excellent customer service skills
  • Excellent written and verbal skills
  • Excellent organization skills
  • Problem solving skills
  • Ability to work with minimal supervision
  • Basic knowledge of Microsoft Excel

Desired Skills:

  • Previous experience working in a LMS


Required Education:

  • Minimum high school diploma or equivalent

Important to Note:

  • This position requires the successful candidate to report to the Troy, Michigan office on a daily basis; relocation assistance is not available for this position.
  • This position requires either a U.S. Person or a Non-U.S. Person who is eligible to obtain any required Export Authorization.
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Raytheon is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.