Job Description:

POSITION SUMMARY: Deliver exceptional tier 1 service and support to store employees, managers, and system users across the organization. Serve as a trusted operational advisor by diagnosing, troubleshooting, resolving, or escalating submitted technical tickets, system inquiries, and course challenges related to operational training programs. Facilitate virtual instructor-led learning sessions, host training deep dives, and support key administrative logistics for events. Execute routine system administration duties within the Learning Management System (the hub), including training assignments, transcript research, report requests, and instructor-led roster management.

PRIMARY RESPONSIBILITIES/FUNCTIONS: Provide direct instruction assistance to retail stores, perform comprehensive course attendance and transcript tracking, manage system configuration and automated training assignments, execute precise data input and weekly/monthly/quarterly reporting, lead session planning and virtual classroom facilitation, deliver tier 1 technical support and ticket resolution via service tracking tools, conduct Quality Assurance testing on new e-learning courses and curriculum deliverables, partner with Help Desk and content development teams, and manage end-to-end event logistics for both digital and onsite training programs.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions/primary responsibilities.

GENERAL % OF WORK TIME:

70% - Training Support

• Provide World Class Customer Service to employees and serve as a trusted advisor for all operational training programs.  
• Troubleshoot user reported LMS and course challenges and ultimately identify root cause.
• Document and escalate each issue using internal service tracking tools. 
• Resolve or escalate course issues to content development teams and communicate all other identified issues. Follow through to ensure issue resolution. 
• Provide end user training and assistance for LMS navigation, transcripts and reporting. 
• Support various instructor led training sessions including in-person and virtual.
• Maintain a positive and collaborative relationship with Help Desk resources. 
• Partner with stakeholders on end user system usage and feedback; collect system improvement opportunities.

20% - Training Coordination

• Serve as a trusted advisor for all operational training programs by answering questions and escalating issues as needed.
• Research training history and provide reports upon request. 
• Execute and QA review weekly, monthly and quarterly reports and others as needed.
• Administer and deliver configured reports.  Assist with design of system generated reports.
• Assign training to end users as needed.

10% - Technical Support

• Assist with maintenance of system configuration including: automatic training assignments, curriculum adjustments, custom pages, welcome pages, system generated email, system release readiness.
• Conduct Quality assurance tests as outlined in course/curriculum deployment processes.
• Assist with content development as assigned, including curriculum configuration, user guides, job aids, store training meeting materials, onboarding packets, and other deliverables. 

MINIMUM EDUCATION & SKILLS REQUIRED:

Educational/Experience Requirements: Bachelor’s degree preferred;  minimum 1+ years of customer service support required; 1-3 years of LMS support/administration preferred.

Required Technical Skills/Knowledge: Preferred experience in e-learning quality testing, technical troubleshooting processes, and the ability to multi-task and effectively manage competing deadlines and demands. Preferred experience with Cornerstone Learning Management System, Google Suite, Microsoft Word, Excel, PowerPoint.

General Knowledge and Abilities: Written and verbal communication skills, excellent interpersonal skills, commitment to providing World Class Customer Service, ability to troubleshoot and problem solve, ability to develop creative solutions; ability to work effectively within a high performing team, capacity for flexibility and responsiveness to changing demands; problem solving.

Physical Requirements: Use of computer, keyboard, copier, telephone; occasional lifting up to 25lbs

Work Environment: Office environment; minimal travel.

For full time positions after eligibility criteria are met, benefits include:

• Quarterly Bonus
• Medical, dental, vision, and life insurance
• Company-funded retirement plan
• Paid time off
• Short- and long-term disability
• Employee discount
• Tuition Assistance

Benefits are subject to change at any time and governed by plan documents and Company policy. Higher minimum wage applies in applicable locations.

This job description is not all inclusive and is subject to change. Additional duties, responsibilities, and tasks may be assigned, as necessary. Employment remains “AT WILL” at all times.