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Bilingual Level II
Entertainment & Media Industry Company
Killeen, TX, United States
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The Tier 2 is the internal subject matter expert of the client(s) and responsible for overall operational success and end user experience. Responsibilities include:
• Will be responsible for calling faculty members who have scheduled appointments for LMS/Helpdesk Support through a web-based application.
• Troubleshooting and assisting in the resolution of faculty reported LMS problems.
• Document and track reported Blackboard problems in the helpdesk tracking system.
• Takes action on all Tier 1 escalations to identify a resolution and contact the end user with the resolution or escalate the request to college.
• Identify and suggest tailored faculty training sessions in order to address all faculty needs.
• Maintain and enhance knowledgebase articles by identifying trends and analyzing reported issues.
• Responsible for reporting on escalations, tickets, appointment stats, and client satisfaction
• Work with Instructional Design and Product Development teams to offer feedback and recommendations to improve end user and client experience.
• Strives for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner.
• May be required to work in one or multiple queues/skill sets over various customer contact channels.
• Work in a team setting, sharing information and assisting others with calls.
• Troubleshoot and assist in the resolution of simple to complex user-reported problems
Qualifications
• Bachelor’s degree (Preferred)
• Must be bilingual and speak and write Spanish and English fluently
• 2 or more years of experience in client management is preferred
• Experience working in higher education is a plus.
• Experience in customer service/call center environment preferred
• Demonstrated leadership, organizational, analytical, and reporting skills required
• Demonstrated proficiency with Microsoft Office tools to include the use of Excel pivot tables, creation and manipulation of data tables and charts, PowerPoint presentation formatting, and the ability to present “the story” to the client is required
• Effective at creating, gathering, and analyzing reports in order to make data driven recommendations.
• Consistently performs under the pressure of deadlines and has the ability to work tactically
• Must thrive in a fast-paced, results-oriented, collaborative environment
• Effective oral and written communication skills along with the ability to work with employees of diverse cultural and economic backgrounds
Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor.
Location/Division: Somerset, KY, USA, Killeen, TX, USA, Greenville, SC, USA, Phoenix, AZ, USA Job Requisition: SS-351