User Support Specialist - Video On Demand

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Summary

The User Support Specialist provides support to users of our Video on Demand and Insights product platforms through chat, email, and phone support.  The User Support Specialist also maintains and administers primary support tools used for user communication to our internal teams. 

What You'll Be Doing (About The Role)

• Prompt and courteous customer service.

• Provide the best solution for the user's situation.

• Actively maintain current and future KPI's related to customer support.

• Troubleshooting bugs, errors or reported issues.

• Testing beta versions of apps/features and UI/UX updates/releases.

• Collaborate with different support specialists to cross train and provide seamless transitions from member to member.

• Provide prompt escalation of conversations to non-support teams, setting expectations with user.

• Possible weekend support during major product release or very specific situations.

• Support Application Management

• Maintain user database of active users in support tool.

• Keep up to date with current releases and new features. Always looking for ways to support the team.

• Maintain articles used by users.

• Maintain automated bots used to provide our users a self-service option for support.

• Participate in beta programs for new product releases to ensure support tools are operable and build articles and bots to accommodate the new platform.

• Other Duties and Responsibilities

• Escalation point of contact for other teams to ensure proper handling of users.

• Develop processes and procedures to support the entire team and ultimately the users.

• Maintain projects and document projects involving multiple departments, platform changes, long term goals.

• 6+ months of experience in a customer service role

• Experience with support tools – online messaging platforms, e-mail client, business phone etiquette

• Bachelor's degree or equivalent work experience

Benefits of Working at ACI Learning:

🏥 Medical, dental, and vision insurance – eligible 1st of the month after date of hire.

👨‍👩‍👧‍👦 Four weeks paid parental leave or medical leave.

🌴 Flexible PTO policy, sick time, and eight paid Holidays.

💰 401(k) retirement plan, 100% immediate vesting and up to 5% matching contributions.

🎓 One free company class per year after 90 days of employment.

📚 Tuition assistance.

We are committed to the values of diversity, equity, and inclusion, and strive to ensure that it is interwoven into the fabric of our organization. We support and nourish an inclusive and welcoming environment for employees from diverse backgrounds.

 At ACI Learning, we offer a competitive, experience-driven salary range that aligns with your qualifications and contributions. To that end, the posted salary range reflects our most reasonable assumption of pay for this position at the time of posting