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Operations Support Analyst

Customer Service | Pleasanton, CA | Full Time, Contract, and Temporary

Job Description
Operations Support Analyst 1112 

As an Operations Support Analyst, you’ll be a self-starter in your own right, good at managing multiple inquiries and tasks, while ensuring excellent customer service. As one of the first people to engage our new customers, partners, and employees you will be responsible for setting the correct tone and ensuring that these users have what they need in order to successfully manage their training. You will collaborate with several teams across the company to ensure that the Education is in alignment and contributing to the excellent customer experience. You’ll be technically savvy and customer focused, becoming an expert at manipulating the Learning Management System (LMS) and develop a deep understanding of the various portals our end users utilize to gain access to our systems. You’ll take the core value of Customer Service to the next level; continually looking for ways to measure and improve the customer experience.

Responsibilities:
  • Manage incoming case queue(s), promptly prioritizing and resolving a wide range of education-related inquiries. Resolution may include in-depth analysis, troubleshooting, and working with other internal teams.
  • In the course of resolving cases, you will be required to manipulate the Learning Management System (LMS), have a good understanding of our policies and be comfortable reconciling accounts.
  • Contribute to the evolution and development of training support.  
  • Regularly assess, communicate and report on case types and overall user experience. 
  • We’ll rely on you to listen to our users, perform root-cause analysis to identify trends and patterns and recommend system and/or process solutions that improve the user experience. 
  • You will design and drive process improvement around supporting our customers, partners, and internal users.
  • Develop a deep understanding of the training offerings; be consultative with our customers, partners, and other internal teams.
  • Work within a global team, spanning various time zones. 
  • Be able to learn from your peers as well as conduct independent investigation.
  • Gain a concrete understanding of Educations business, the various audiences, and drivers behind the business.
  • Partner and collaborate with other organizations to ensure the tools, messaging, and experience for customers are consistent and evolving.
  • Responsible for understanding the Education Portal(s) hosted on Salesforce.com; become a subject matter expert on the integrations between SFDC and the LMS
  • Establish yourself as an expert user of our Learning Management System (LMS), including enrollment support, administration, reporting, and troubleshooting.
  • Become a utility player within Education Operations and be able to flex job priorities as the business demands.
Requirements:
  • Ability to learn technology quickly through instruction and self-training.
  • A passion for leveraging technology to streamline the process.
  • A proven ability to independently manage projects and attain buy-in and sign off from stakeholders.
  • Knowledge of e-learning technologies and blended learning deployment strategies is required.
  • Strong at driving and executing on logistics.
  • Excellent problem-solving skills.
  • Ability to be flexible and adapt to a changing environment.
  • Ability to thrive in a fast-paced work environment and collaborate with a global team.
  • Excellent at building relationships across teams to meet team goals and align with business objectives.
  • Ability to apply systems thinking approach.
  • Ability to apply Big Picture concepts to your role and work.
  • Ability to be a utility player and fill in where the business demands.
  • Bachelor degree, or equivalent and relevant working experience are required.
$35-$38 per Hour        Pleasanton, CA 94588          6 Month Assignment