This job was posted by https://illinoisjoblink.illinois.gov : For more
information, please see:
https://illinoisjoblink.illinois.gov/jobs/11909439
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Job Opening Announcement
Digital Solutions Specialist
Come join our expanding Customer Experience Department! The Digital
Solutions Specialist will ensure that every G-W customer will have an
excellent onboarding experience within their assigned territory. This
position will assist with all our platforms including Learning
Management Systems and how to integrate the G-W titles. This individual
oversees the installation of all system updates, upgrades, integrated
tools, and other software integration with the SSO, LMS, or other
platforms. The Digital Solutions Specialist will also play a critical
role in first line resolution of technical and customer service issues
to users of our G-W digital learning materials. This position requires
the ability to be flexible to work different U.S. time zones and will
work Pacific Time zone hours to accommodate evening meetings and
assistance as needed.
What youll do:
Assist end-users with technical issues related to the LMS and underlying
systems and/or configurations.
Work within your designated territory to build relationships with the
sales team as well as the customers.
Become the face of Customer Experience to the customers within your
territory.
Ensure customer success by understanding the various learning management
systems and how our product integrate.
Manage the testing and evaluation of new features and tools that
integrate with the LMS by facilitating and managing vendor vetting and
training
Create systems and workflows to ensure that all course resources are
properly set up and available.
Provides help resources and training for students, faculty, and internal
staff including instructional videos, how-to guides, and FAQs related to
the usage of the learning management system, instructional technology,
and documents relevant data.
Provide support to customers by phone, email, and/or webinar with a
focus on efficiently resolving technical issues while building and
maintaining a high level of customer service.
Research, diagose, troubleshoot and identify solutions to independently
solve customer issues and clearly communicate with end users.
Contribute to the creation, organization and use of product
documentation and training materials.
Perform product demonstrations and training sessions online and in
person.
Handle heavy amounts of inquiries while utilizing exceptional
communication skills to understand issues and patience in providing
appropriate solutions.
Develop and maintain a high level of knowledge on all aspects of G-W
Digital Products.
Assist the front-line customer service and sales teams with support
activities and training.
Help manage and support G-Ws Online platforms, LMS-ready content, and
implementation projects: including training, strategy, and basic
technical tasks.
Complete higher educational technology assessment questionnaires related
to G-W Digital platforms and products.
Contribute to the development of digital offerings for the
post-secondary market.
Conduct pilots to provide product feedback and seed market for future
sales.
What youll bring:
Bachelor\'s Degree or equivalent work experience.
Three plus years of experience in Level 2 customer support or customer
success, with a focus on educational technology (preferred).
Two plus years of LMS administration experience, preferably within
Canvas, Schoology, and D2L.
Proven experience in troubleshooting issues that involve utilizing
problem solving capabilities, available knowledge bases, and technical
capabilities.
Experience presenting technology products and hosting webinars.
Strong teamwork, communication, and interpersonal skills required.
Understanding of PC and MAC opera ing systems and software on web-based
applications.
Ability to utilize a variety of software tools to navigate customer
accounts and communicate effective solutions to customers.
What its like to work here:
At Goodheart-Willcox Publisher, you will be working in a professional
environment, supported by a passionate and energetic t