Job Description

Our client is a large organization that delivers innovative, inspiring and impactful learning experiences for its customers. The successful candidate will be part of the team that provides excellent first level support to the users of the client's learning platform. He/she must be passionate about learning andcreating a positive customer experience.

Key Accountabilities or main Responsibilities/Functions and list down Duties/Tasks under each Key Accountability

• Lead and work along side a team of customer support team members.

• Provide training, guidance and mentoring to support team members.

• Act as a point of escalation for reported issues, take ownership of critical issues and communicate updates professionally and regularly.

• Manage business expectations and standards for customer service, act as the client's steward for Customer Experience Management.

• Proactively monitor the performance of the collective support teams and vendors.

• Report on Service Performance of all support teams as part of the Service Level agreement.

• Ensure root causes are found or workarounds in place for major issues, co-ordinate and lead service teams towards collective resolution.

• Ensure the governance of service performance across the services, assuring the client of continued performance improvement.

• Produce governance reports and presentations as necessary.

• Work with all service teams to craft and recommend a service roadmap to the client on features and requirements for future versions of the learning platform.

• Possible career development areas would include:

• Service Management SME, Consultant

• Project Management

• Solution development
  

• Degree or equivalent.

• 6-8 years’ experience in a Service Management capacity or function.

• As COVID restrictions are lifted, this role will be based in customer's location, adequate office space and utilities will be required.

• Self-motivated team leader, process oriented, structured and organized.

• Excellent verbal, written and interpersonal skills.

• Professional, courteous and service oriented.

• Experience working with Learning Management systems a plus.

• Certifications in ITIL, knowledge of ITSM tools and concepts a plus.