LMS Support Specialist. Dublin. Irlanda

This job is part of a labor market means test

    Utilise data analytics tools to track and analyze own inbound live chat sessions. Employing

        techniques to identify common topics and trends in customer inquiries to gain better

knowledge and understanding.

    Analyse own data techniques to optimise response times and improve own efficiency of resolving customer issues via chat.

    Analyse weekly and monthly metric reports to identify own areas for process optimistion, ensuring timely and accurate resolution of customer requests.

    Evaluate own performance and use data analysis and mining to identify opportunities and provide feedback for tool enhancement to support productivity.

    Monitor own compliance with company policies and procedures through weekly and monthly reports which use data analytics to identify areas of non-compliance and implement corrective actions if necessary.

    Employ data-driven insights and data visualisation to identify own training and development to enhance support specialist skills and knowledge.

    Utilise diagnostics analytics and machine learning models to anticipate user needs and proactively address potential issues before they escalate.

    Analyse own chat data along company wide discussions and reports to gain a holistic view of customer support needs and preferences.

    Analyse and discuss customer feedback with manager via 121s and quarterley reviews to identify areas where language and communication styles can be enhanced for better customer understanding and satisfaction.

    Implement data-driven quality assurance measures and data visualization to ensure consistency and accuracy in chat responses, minimizing errors and misunderstandings.

     Analysing the data to see trends of requests, requestors and agents.

    Continuously explore and employ new data tools and techniques to enhance own efficiency within user needs operations.

Qualifications

    Prior experience as an LMS Administrator with in depth knowledge of the LMS and its functionality.

    Strong technical aptitude with the ability to absorb technical processes and apply them quickly.

    Working knowledge of Microsoft Office, MS Teams, Excel, Word, PowerPoint is required

We are seeking candidates who possess the following capabilities:

    Detailed oriented with analytical thinking ability

    Superior organisational skills

    Must be able to multitask

    Possess superior spoken and written English grammar and punctuation

    Superior troubleshooting skills

    Helpdesk, administration and/or customer service type background

    Must be a self-starter

    Ability to work independently and in a global team setting, while managing competing priorities.

    Must be professional, well spoken, and able to interact with customers at all levels.

    Proficiency in MS Products:  MS Teams, Excel, Outlook, Word, Teams

    SuccessFactors and or Work Day Learning, Learning Management System experience a plus but not required.