The Church of Jesus Christ of Latter-day Saints · 2 days ago
Online Support Coordinator
Salt Lake City, UT
Full-time
Hybrid
Mid Level
3+ years expThe Church of Jesus Christ of Latter-day Saints is seeking an Online Support Coordinator to lead daily support operations for Seminaries and Institutes. This role involves managing a team, providing technical assistance, and ensuring smooth system operations for a global community of learners and educators.
Non ProfitReligion
No H1B
Responsibilities
Lead the online support team of interns, including ticket triage, assignment scheduling, training, and performance development
Oversee all online support channels, including email, chat, phone, and virtual conferencing
Provide general and technical support for S&I courses and users in both S&I and BYU‑Pathway Canvas LMS instances, including multilingual support for global users
Address escalated support tickets from S&I teams and resolve complex user issues
Address user concerns about Canvas functions, help with Canvas Commons, create courses, and complete support tasks that fall outside the S&I enrollment tool (WISE)
Maintain online learning support resources, including the S&I Help Center, S&I Online Support SharePoint, and Canvas Help content
Communicate systemwide updates, such as start‑of‑term reminders, Canvas feature releases, known bugs, and system outages
Support Tier‑2 and BYU‑Pathway support teams with S&I account issues, provisioning needs, and advanced troubleshooting
Assist with the Church Service Missionary application and provisioning process
Manage BYU‑Pathway provisioning tasks, including user provisioning
Work closely with the internal and external partners to identify, troubleshoot, and report system bugs and workflow issues
Serve as a backup to the Course Management Coordinator when needed
Participate in team meetings and contribute to continuous improvement initiatives
Assist with onboarding and training new interns or team members
Qualification
Required
3–5 years of technical customer service or support experience, preferably in an education or online learning environment
Bachelor's degree in business, technology, instructional design, or related field (or equivalent experience)
Exceptional customer service skills, with the ability to empathize, communicate clearly, and professionally troubleshoot and resolve issues
Experience managing a dynamic team, including scheduling, training, and supporting interns or staff
Strong organizational and leadership abilities, with the capacity to manage multiple tasks and prioritize effectively in a fast‑paced environment
Excellent written and verbal communication, presentation, and interpersonal skills
Proficiency with remote and online learning platforms and tools
Proficiency with Microsoft 365 applications
Experience with data analytics, including the ability to interpret support trends, generate insights, and communicate findings
Experience using Power BI for dashboards and reporting
Experience with ServiceNow or similar ticketing and workflow management systems
Ability to quickly learn and navigate complex systems and processes, including provisioning workflows and support escalations
Ability to provide support across multiple languages with the aid of translation tools (multilingual support environment)
Preferred
Experience with Canvas or other learning management systems
Familiarity with provisioning user into varies systems
Basic HTML and CSS skills
Fluency in Spanish, Portuguese, or French
Company
The Church of Jesus Christ of Latter-day Saints
"This work is so liberating: to be employed in an organization wherein we have the ultimate freedom to use true principles of the restored gospel of Jesus Christ in our work each day.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Andrew McFadden
Human Resources Business Partner
Annette Tucker-Matkin
Senior Human Resources Business Partner
Recent News
The Salt Lake Tribune
2024-04-07
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