Work All Remote

Role Description

This role provides operational and technical support for faculty, staff, and students as it relates to the online learning management system (LMS) and interconnected processes, applications, and websites.

• Serves as an online learning advisor for the LMS and related applications.
• Performs a range of services including:
• Basic to advanced technical and end-user support
• Online foundation training course facilitation
• Quality assurance
• Faculty textbook procurement
• Open education resource integrations
• Collaborates with key stakeholders to assess and resolve needs related to online learning and instructional support.
• Exhibits understanding of cross-functional knowledge between various departments to ensure accuracy of data and related processes.

Essential Functions:

• Reviews, resolves, and responds to inbound/outbound phone calls and emails from faculty and staff regarding operational and technical support requests.
• Communicates requests or issues requiring advanced support to appropriate stakeholders.
• Provides advanced student support for the LMS and related applications.
• Facilitates faculty training sessions on best practices and procedures for teaching in an online learning environment.
• Conducts quality assurance checks for new courses in development and monthly for courses created during term setup.
• Maintains a running database of all online master course versions used for term setup and analytics.
• Creates and delivers course or user activity reports as requested.
• Reviews and processes faculty desk copy and textbook review requests.
• Coordinates term setup and provides limited operational and technical support for select National University System Affiliates.
• Contributes to new digital asset product or enhancement testing, evaluation, and implementation.

Qualifications

• Bachelor’s degree, or equivalent experience
• Minimum of three (3) years of experience using computers and web-based applications
• Minimum of one (1) year of experience in higher education or related professional setting
• Call center experience preferred

Requirements

• Demonstrated Microsoft Excel, Outlook, PowerPoint, SharePoint, and Word experience
• Microsoft One Drive, Access preferred
• Experience with a Learning Management System (LMS), IT Service Management or ticketing system (ITSM), Student Information System (SIS), and/or similar Database systems
• Strong interpersonal skills and the ability to communicate effectively
• Excellent oral and written communication skills
• Proficient knowledge of HTML and graphic design programs preferred
• SQL Developer experience preferred
• Ability to work as an active team member
• Ability to excel in a deadline-oriented, dynamic environment
• Strong organizational skills with ability to track details and meet deadlines
• Demonstrates concern for and attends to the needs of internal and external customers

Benefits

• Comprehensive well-being benefits for you and your family
• Competitive pay and benefits packages
• Development and advancement opportunities
• Remote-first work perks