Learning Support Coordinator

Title: E-Learning Support Coordinator

Position Overview:
As the IAAO E-Learning Support Coordinator, you will be responsible for providing timely assistance to students, faculty, and staff experiencing technical issues with our online learning platform. You will work closely with users to resolve issues related to software, hardware, and user access, ensuring a smooth and productive learning experience for all.

Essential Functions:

• Ensure user satisfaction by responding promptly to incoming support requests from students, faculty, and staff via email, chat, or phone.
• Troubleshoot and resolve technical issues related to online learning tools, login problems, and platform navigation.
• Assist users with setup, configuration, and usage of software, hardware, and devices related to online learning and proctoring.
• Document and track user issues in the ticketing system to ensure timely resolutions and identify recurring issues.
• Assist in product management within the LMS, including content updates, user access roles, and system integrations.
• Assist with data entry tasks within the LMS, ensuring accurate information is inputted and up-to-date.
• Participate in data audits to verify the integrity of user records, course content, and system configurations.
• Collaborate with the technical team to escalate and resolve more complex problems.
• Provide helpful resources and guidance to students on using the platform effectively.
• Maintain a positive, empathetic, and professional attitude at all times while interacting with users.
• Report issues or opportunities for improvement to the technical team.

Secondary Functions: Performs other related duties as required as related to activities within the Administration Department.

REQUIRED EDUCATION and OR EXPERIENCE:

• Associate's degree or equivalent from two-year College or technical school; or two years related experience and/or training; or equivalent combination of education and experience.

PREFERRED EDUCATION and OR EXPERIENCE:

• Bachelor’s degree; or 3-4 years of customer service or technical support experience required.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

• Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent changes, delays, or unexpected events.
• Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures.
• Basic troubleshooting skills and familiarity with online platforms, video conferencing tools, and web-based applications.
• Customer Service - Manages difficult or emotional customer situations with grace and passion; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; ability to explain technical concepts to non-technical users; meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; demonstrates patience; participates in meetings.
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Project Management - Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities.
• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information

Preferred Skills:

• Experience with Learning Management Systems (LMS), such as Canvas, Blackboard, or Elevate.
• Familiarity with remote learning technologies and tools like Zoom, Slack, or Microsoft Teams.
• Experience with Microsoft suite of products including SharePoint.
• Experience with customer support ticket platforms, such as FreshDesk.

Commitment to Diversity, Equity, and Inclusion:

We are committed to creating an inclusive workplace that values diversity of thought, background, and experience. We encourage individuals from all backgrounds to apply, especially those from underrepresented communities.

Job Type: Full-time

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• Customer Service or Technical Support Service: 3 years (Preferred)

Ability to Commute:

• Kansas City, MO 64105 (Required)

Ability to Relocate:

• Kansas City, MO 64105: Relocate before starting work (Required)

Work Location: Hybrid remote in Kansas City, MO 64105