Remote Technical Service & Training Specialist

National Safety Council; United States; Remote; USD 29,000 - 32,000; Full time

Benefits offered by this job

Flexible work arrangements

Comprehensive benefits package

Paid time off

Job summary

National Safety Council is seeking a Technical Service Specialist to deliver multichannel user support for a web-based eLearning platform. You will perform Level 2 troubleshooting, draft responses, and train team members to ensure high-quality service and regulatory compliance.

You will also create training resources, assist with QA, conduct user acceptance testing for LMS updates, and maintain LMS activity documentation while tracking service metrics.

Qualifications

• Bachelor's degree preferred.
• At least three years in customer service in a contact center.
• Experience providing technical support by phone, chat, and/or email.
• At least two years of experience training others.

Responsibilities

• Professionally handle support calls, chat, email from users for a web-based eLearning platform.
• Apply knowledge of software, hardware and procedures to guide users and resolve inquiries.
• Draft and support the implementation of professional template emails and chat responses.
• Provide Level 2 customer support via escalated phone calls, chat, and email.
• Train new and existing colleagues to handle customer contacts.
• Design and create training plans, process documents, and user guides to support team performance.
• Support quality assurance monitoring and evaluation and identify improvement areas.
• Conduct user acceptance testing for learning management system implementations and updates.
• Create process documentation for LMS activities and functionality.
• Design and update data tracking related to service and contact center metrics.

Skills

Customer service

Communication skills

Data entry

Analytical thinking

Problem solving

Technical troubleshooting

Training others

Education

Bachelor's degree preferred

Tools

Microsoft Office Suite

Support software / contact center tools

Job description

National Safety Council is seeking a Technical Service Specialist to deliver multichannel user support for a web-based eLearning platform. You will perform Level 2 troubleshooting, draft responses, and train team members to ensure high-quality service and regulatory compliance.

You will also create training resources, assist with QA, conduct user acceptance testing for LMS updates, and maintain LMS activity documentation while tracking service metrics.