E-learning Technical Support
June 21, 2007 1:54 PM

ELT, a leading provider of online legal compliance training, is currently seeking to fill a position in our downtown San Francisco office for a Technical Support Representative.

The Technical Support Representative ("TSR") works directly with ELT's clients, account managers and technology team to provide technical and customer support for ELT's client base.

The TSR will be communicate primarily over the phone and by email but also in rare instances in person (on site) with a variety of client contacts, ranging in skill set from IT Directors, to HR VP's. to technically-challenged learners. Response time, flexibility toward client's technical skill set, documentation, and follow through are critical.

A secondary function of this position is to implement new customers on ELT's Learning Management System (LMS). This entails liaising with clients, collecting customization materials, and configuring the clients learning portal on the LMS including importing of the client user database, enrolling learners in courses and setting up email notifications. This job component requires excellent project management capabilities as well as superior client management skills.

For both components of the position, the TSR must be able to work autonomously yet still be a team player. S/he must thrive in a small, dynamic company environment that is constantly changing and embracing new challenges. S/he must see constantly evolving duties as an exciting opportunity for growth, desire to take a high level of ownership of projects and want to make a personal impact on a small, tightly-knit team. Finally, s/he must have experience in customer-facing support and be willing and able to make process improvements.

Hours are Monday through Friday 8:30 AM to 5:30 PM Pacific Time (subject to change based on client demand / special projects).

Duties and responsibilities:

• Answer client support calls and open new support cases.
• Respond to client email requests for support in a timely manner.
• Regularly follow up with clients about open support tickets.
• Work closely and collaboratively with the other support team members.
• Take ownership of support cases through to resolution.
• Document solutions and assist in the creation of training manuals for clients.
• Train client administrators on managing their learning portal and users.
• Collect and review requisite materials for customization and learning portal configuration.
• QA and deliver customized courseware for client review.
• Obtain sign off from customer for course customization.
• QA and deliver client training portals websites.
• Prioritize tasks and manage schedules across multiple clients.
• Make or force timely decisions to ensure project success.
• Be prime point of contact for the project and develop good working relationships with client stakeholders.
• Work with ELT Management and Account Executives to ensure a consistent approach and client satisfaction.
• Collaborate with the technical and creative teams to ensure accurate delivery.

• College Degree or equivalent experience required.
• Excellent people skills.
• Strong written and verbal communication skills.
• Process oriented and attentive to detail with the ability to manage multiple projects and responsibilities simultaneously.
• Solid skills in using Microsoft Excel and other MS Office applications.
• Experience in customer facing support.
• Familiarity working with web based applications and databases.

Preferred skills/experience:
• Familiarity with Salesforce.com.
• Experience with e-learning.

payscale: 50 - 65k depending on skills and experience
job type: full-time
posted by cali to Technical Support

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