Learning Administration Help Desk Associate

Learning Administration Help Desk Associate- Remote

Working across the globe, V2X builds smart solutions designed to integrate physical and digital infrastructure from base to battlefield. We bring 120 years of successful mission support to improve security, streamline logistics, and enhance readiness. Aligned around a shared purpose, our $3.9B company and 16,000 people work alongside our clients, here and abroad, to tackle their most complex challenges with integrity, respect, responsibility, and professionalism.

* responsible to perform a wide variety of tasks in support of the Contact Center. This position assists in the development of workflow processes and troubleshoots issues via the telephone, or email. Also assists in root cause analysis of trouble tickets and program issues. Analyzes individual situations and takes appropriate action to ensure customer satisfaction.

 

Responsibilities include but are not limited to:

• Receive, analyze and resolve trouble tickets via telephone, fax or email,
• Provide Learning Management System (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)
• Assist in root cause analysis and remediation of end-user issues involving learning activity content within the LMS
• Meet all SLAs, KPIs, and standards including productivity, turn time, quality, accuracy and customer satisfaction

• Recording and/or updating request system appropriately for all daily calls/emails/transactions
• Timely follow up and follow through of assigned requests
• Effectively monitoring and managing assigned work queues
• Understanding and utilizing all systems within the Contact Center to provide first time resolution to customer requests
• Assisting in the development and/or updates of departmental and program procedures

• Execute reports using reporting software 
• Providing proactive continuous improvement suggestions to existing processes

• All other duties as assigned

 

Required Skills:

• Excellent customer service skills
• Excellent written and verbal skills
• Organization skills
• Problem solving skills
• Ability to work with general supervision
• Ability to work Monday through Friday, 10:00 am to 7:00 pm and overtime as needed
• Ability to arrive to work on time for all scheduled workdays or provide advance notifications for changes
• Intermediate knowledge of Microsoft Office (Excel, Word and PowerPoint)

 

Desired Skills:

• 1 year of Call/Contact Center or customer service experience

 

Required Education:

• High school diploma or equivalent

 

V2X is committed to building a diverse and inclusive environment in which we recognize and value each other’s differences as well as fostering a culture that promotes its core values: Professionalism, Integrity, and Respect. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, or status as a protected veteran.