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Company

V2X Inc · 1 day ago

Learning Administration Help Desk Associate

Troy, MI

Full-time

Remote

Entry Level

1+ years exp

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Responsibilities

Receive, analyze and resolve trouble tickets via telephone, fax or email,

Provide Learning Management System (LMS) technical assistance, support and follow-up for various LMS’ on all assigned programs

Receive, analyze and process client requests for LMS administration (ex. Add courses, classes, roster processing)

Assist in root cause analysis and remediation of end-user issues involving learning activity content within the LMS

Meet all SLAs, KPIs, and standards including productivity, turn time, quality, accuracy and customer satisfaction

Recording and/or updating request system appropriately for all daily calls/emails/transactions

Timely follow up and follow through of assigned requests

Effectively monitoring and managing assigned work queues

Understanding and utilizing all systems within the Contact Center to provide first time resolution to customer requests

Assisting in the development and/or updates of departmental and program procedures

Execute reports using reporting software

Providing proactive continuous improvement suggestions to existing processes

All other duties as assigned

Qualification

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Customer service skillsMicrosoft OfficeCall/Contact Center experience

Required

Excellent customer service skills

Excellent written and verbal skills

Organization skills

Problem solving skills

Ability to work with general supervision

Ability to work Monday through Friday, 10:00 am to 7:00 pm and overtime as needed

Ability to arrive to work on time for all scheduled workdays or provide advance notifications for changes

Intermediate knowledge of Microsoft Office (Excel, Word and PowerPoint)

High school diploma or equivalent

Preferred

1 year of Call/Contact Center or customer service experience

Company

V2X Inc

V2X is a leading provider of critical mission solutions and support to defense clients globally, formed by the 2022 Merger of Vectrus and Vertex to build on more than 120 combined years of successful mission support.

Founded in 2016

Mclean, Virginia, USA

10,001+ employees