eLearning Customer Support Specialist

Queen College; New York (NY); On-site; USD 42,000 - 47,000; Full time

Job summary

An established industry player in online education is seeking a dedicated eLearning Customer Support Specialist to enhance the experience of thousands of users engaging with online training courses. This role involves providing essential help desk support, troubleshooting system issues, and ensuring smooth course registration processes. The ideal candidate will possess strong communication and organizational skills, along with proficiency in Microsoft Office and familiarity with learning management systems. Join a forward-thinking team committed to empowering adult learners and making a difference in their educational journeys.

Qualifications

• High School Degree required; Associate’s or Bachelor’s Degree preferred.
• Strong communication, customer service, and organizational skills needed.

Responsibilities

• Provide help desk support for end users taking online training.
• Troubleshoot system issues and assist with enhancement requests.
• Schedule and monitor registration for training courses.

Skills

Communication Skills

Customer Service Skills

Organizational Skills

Attention to Detail

Education

High School Degree

Associate's Degree

Bachelor's Degree

Tools

Microsoft Office Suite

Learning Management System (LMS)

WebEx

Zoom

Job description

Job Title: eLearning Customer Support Specialist

PVN ID: PS-2501-006687

Location: CUNY SCHOOL OF PROFESSIONAL STUDIES

Job Description

General Description

About the CUNY School of Professional Studies:

As New York’s leader in online education since 2006, the CUNY School of Professional Studies (CUNY SPS) offers the most online bachelor’s and master’s degree options at the City University of New York, and serves as the University’s only undergraduate all-transfer college. With 24 degrees and numerous other non-degree and grant-funded workplace learning programs, CUNY SPS meets the needs of adults who wish to finish a bachelor’s degree, progress from an associate’s degree, earn a master’s degree or certificate in a specialized field, and advance in the workplace or change careers.

Consistently ranked highly by U.S. News & World Report for its quality online offerings, and noted for its soaring growth and enrollment, CUNY SPS has emerged as a nationwide leader in online education. The School’s renowned and affordable online programs—which offer in-state tuition to all students regardless of where they live—ensure that busy working adults may fulfill their educational goals on their own time and schedule.

Within and created at the same time as CUNY SPS, the Office of Innovative Learning Solutions (ILS) designs custom workplace learning programs to help organizations achieve their goals. We are experts in research-based learning practices, online as well as in-classroom curriculum development and implementation. We are uniquely positioned to respond to organizational learning needs and support change management initiatives swiftly and effectively.

Description:

The New York State Office of Children and Family Services Bureau of Training and Development (OCFS BTD) in Rensselaer, New York seeks a full-time on-site eLearning Customer Support Specialist to join our Registration Services and Support Team. This position is funded through a contracted program partnership that CUNY SPS has with OCFS BTD and will work in close cooperation with OCFS BTD to provide help desk technical support for thousands of end users taking online training courses, as well as troubleshoot systems issues and implement enhancements, provide course registration and scheduling support, produce requested course enrollment reports, and more (see details below).

PLEASE NOTE: This position is physically located on-site at the NYS OCFS Human Services Training Center at 164 Columbia Turnpike, Rensselaer, New York 12144.

Candidates must be authorized to work in the United States. Sponsorship is not available for this position.

Other Duties

Duties and Responsibilities:

• Provide help desk technical support for thousands of end users who take the OCFS Mandated Reporter self-paced online training.
• Troubleshoot system issues, as well as assist with system enhancement requests and Mandated Reporter certificate requests/issues.
• Schedule and monitor registration for OCFS training courses and events.
• Monitor, update and maintain course enrollment data.
• Coordinate make-up sessions for learners, upload web-based content, manage wait lists, troubleshoot inquiries, etc.
• Provide training logistical and scheduling reports as needed.
• Perform other duties as assigned.

Qualifications

Qualifications:

• High School Degree required; Associate’s or Bachelor’s Degree preferred.
• Strong communication, customer service and organization skills and attention to details.
• Proficiency in Microsoft Office Suite.
• Preferred Qualifications:
  • Experience with registration systems.
  • Experience with providing helpdesk technical support for learning management system (LMS) and eLearning end users.
  • Experience with virtual training platforms (e.g., WebEx, Zoom).

Equal Employment Opportunity Statement

The Research Foundation of the City University of New York is an Equal Opportunity/Affirmative Action/Americans with Disabilities Act/E-Verify Employer. It is the policy of the Research Foundation of CUNY to provide equal employment opportunities free of discrimination based on race, color, age, religion, sex, pregnancy, childbirth, national origin, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, marital status, domestic violence victim status, arrest record, criminal conviction history, or any other protected characteristic under applicable law.

Key Features

Department
Innovative Learning Solutions (ILS)

Status
Full Time

Annual Salary Range
$42,000.00 - $47,000.00