How will this role have an impact?
Under the supervision of the Network Education Manager the Educational Technical Support Specialist works closely with the LMS Support Specialist to ensure the learning environment is user friendly, up to date and free of glitches. Serves as the gate keeper of the education email queue answering inquires timely and able to trouble shoot issues related to accessing the learning environment or course enrollment. Will be a vital support of mass education enrollments, report creation and data analytics.
Diversity and Inclusion are core values at Signify Health, and fostering a workplace culture reflective of that is critical to our continued success as an organization.
What will you do?
- Ensure email inquiries are answered at all times, providing one stop solutions
- Minimize the amount inactive accounts in LMS
- Minimize emails/calls forwarded for resolution
- Monitor individual productivity
- Create and maintain a provider feedback process
- Provide providers with appropriate troubleshooting direction as needed
- Reports out to Network Leadership
- Actively demonstrates teamwork at all times
- Ability to work overtime, weekends and on call
- Follow departmental procedures when communicating with providers
We are looking for someone with:
- High School Diploma or equivalent
- Associates or Bachelor’s Degree preferred
- Minimum of 2 years successful work experience working with LMS platforms or training environments
- Help desk experiences that requires on demand solution
- Ability to translate highly technical information into easily understandable information for clinician network
- Experience with curriculum development and/or eLearning development and publishing with e-learning standards like SCORM and AICC
- Expert project management skills specifically with technical and creative projects. Knowledge of agile methodology and framework a plus
- Demonstrable experience working in a metrics-oriented marketing environment, comfortable with analytics and KPI’s
- Demonstrated experience in managing projects from start to finish with strong cross-functional stakeholder collaboration
- Proven working experience in digital learning course and content development
- Knowledge of course development software
- Lesson and curriculum planning skills
- A self-starter, own the work, question the work, make the processes better without having to be asked
- Strong problem-solving and analytics skills
- Establish & implement best practices with regards to system maintenance, configuration, development, testing, data integrity, etc.
- Design, document, build, test & deploy enhancements to Salesforce custom objects, page layouts, workflows, alerts, reports and complex dashboards within Salesforce
- Demonstrated strong interpersonal skills and the ability to interact effectively with diverse groups of internal and external groups in a fast-paced environment
- Excellent written and verbal communication skills
- Critical thinker and problem-solving skills
- Team player
- Great interpersonal and communication skills
- Excellent oral and written communication skills; strong presenter and visual storyteller
- Highly attentive, analytical, and detail oriented
- Able to write in explanatory and procedural styles for multiple audiences
- Creative thinker, open to change, and learns quickly when facing new problems
- Demonstrated ability to act with autonomy and independence while fulfilling priorities and meeting critical deadlines
- Proven organizational and project management skills with a focus on digital training
- Self-motivated and able to complete job duties while working from home and the office
- Proficiency in ClickUp, WalkMe, SalesForce, Adobe InDesign, Adobe Storyline is a plus
- Advanced proficiency in Excel/Google Sheets functions (pivot tables, index/match, vlookup, conditional statements, etc.) is a plus