National Safety Council
The National Safety Council is America’s leading nonprofit safety advocate – and has been for over 100 years$1. .$1
Safety Resources & Training • Workplace Safety • Transportation Safety • Teen & Distracted Driving • Home & Community Safety
201 - 500
LMS Technical Support Representative
March 5
🏢 In-office - Manhattan
National Safety Council
The National Safety Council is America’s leading nonprofit safety advocate – and has been for over 100 years$1. .$1
Safety Resources & Training • Workplace Safety • Transportation Safety • Teen & Distracted Driving • Home & Community Safety
201 - 500
Description
• Provides technical assistance and answers to users’ questions • Troubleshoots problems with computer hardware or software • Handles inbound customer service calls from multiple program queues • Handles support calls, chat, email, and other communication from users • Identifies and resolves users’ problems with computer software and hardware • Documents customer interactions with account notes • Designs and creates training plans, process documents, and other resources to support team performance • Conducts deskside coaching, mentoring, and team continuing education sessions • Communicates repetitive or widespread customer concerns to management • Identifies repetitive customer issues and recommends changes to processes • Updates data tracking related to service, support, and call center metrics • Performs other related duties as assigned
Requirements
• Bachelor’s degree preferred • At least three years of experience in customer technical support highly preferred • At least two years of experience training others, preferably in a call center environment • Excellent verbal and written communication skills • Excellent interpersonal and customer service skills • Ability to explain technical issues to technical and non-technical employees and customers • Strong analytical and problem-solving skills • Proficient with Microsoft Office Suite or related software • Proficient with or ability to quickly learn an array of computer hardware and software
Benefits
• At least 20 PTO days accrued 1st year and 11 paid holidays • Flexible work arrangements • Comprehensive medical, dental, vision, and life insurance plans • Flex spending accounts for medical and dependent care • 403(b) & Roth 403(b) with employer match up to 6% • Reimbursable training • Student loan pay down • Dress for your day
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