LMS Help Desk Support & ELearning Specialist

HBI is currently seeking an LMS Help Desk Support & eLearning Specialist.

THE SUCCESSFUL CANDIDATE:

You are flexible, resourceful, and a multi-tasker. You are enthusiastic, bright, a problem-solver, and a go-getter. You work well under pressure and thrive in fast-paced environments. You enjoy wearing many hats, look forward to special project assignments, and follow instructions. You’re an effective communicator, team player, and comfortable forming cross-departmental relationships. You are eager to learn new programs, enjoy troubleshooting, and find satisfaction in meeting goals and deadlines. You recognize this position as an opportunity for professional development and growth. You’re joining a growing team excited for the future. We are looking forward to sharing the experience with you!

In this role, you will:

• Provides technical expertise and customer support for the LMS via e-mail, chat and phone channels using clear written and oral communication.
• Investigates, troubleshoots, tracks and resolves LMS issues, including content inquiries, on various platforms and browsers.
• Develops eLearning content across multiple platforms and devices (SCORM/Tin Can, web-delivery, PC, Mac, iPad) as assigned by the Learning Management System & Content Manager.
• Evaluates eLearning content for quality assurance, including maintaining logs and versioning records.
• Provides connectivity/improved functioning solutions.
• Tracks and compiles ticketing reports to assist Education Services in identifying patterns and trends over time.
• Collaborates with teammates to develop and implement solutions.
• Identifies challenging user tasks based on tickets received and suggests support tools based on level of difficulty (e.g., job aids, demonstrations, educational webinars, etc.).
• Communicates with Education Services team about LMS issues on a regular basis.
• Performs all other duties as assigned by supervisor.

Qualifications:

• Associate's degree in a related field or an equivalent combination of training, skills, and experience
• One to three years’ experience working in a technology environment/distance learning environment.
• Expertise of LMS directory, file structures, and systems;
• Excellent written and verbal communications skills required with the ability to explain technical information to a wide variety of audiences.
• Demonstrated proactive approach to problem-solving and ability to juggle multiple priorities in a fast-paced environment.
• Proven ability to handle confidential information with discretion.
• Must be able to respond effectively to sensitive inquiries and complaints.
• Must be able to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret complex customer requirements and attitudes from verbal, non-verbal, and written communication is preferred.
• Must have strong attention to detail and organizational skills.
• Must have intermediate to advanced administrative skills including intermediate to advanced proficiency in MS Office Applications (Word, PowerPoint, Outlook, Excel).
• Ability to manage competing priorities.
• Previous customer service experience required.
• Previous LMS experience and building eLearning courses and assets required, including familiarity with Articulate and Adobe products.
• Previous QA experience preferred but not required.
• Bilingual and able to read, write and speak Spanish proficiently is preferred.

HBI offers a competitive compensation and benefits program.

HBI is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or any other protected characteristic as established by federal, state, or local law.