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
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