Learn Support Analyst

Responsibilities

• Platform Operations & Vendors Escalations:
• Serve as the point of contact for internal and external learners, liaising with content owners and technology vendors on questions and concerns.
• Research, escalate, and collaborate with vendor's technical support teams to resolve system issues, design workarounds, and address user needs by escalating and managing support tickets.
• Monitor the vendors' community for relevant systems updates, best practices, and new capabilities to apply to Trimble's platform use.
• Maintain the platform's security by updating HTTPS certificates for Learn.Trimble.
• User Support & Communications:
• Manage the support inbox, providing direct one-on-one assistance to users and triaging content-related questions to the appropriate Trimble training teams.
• Utilize Jira Service Manager (JSM) to efficiently track, manage, and resolve all support inquiries.
• Create support documentation, including writing and/or recording support articles and process steps to help educate users.
• Contribute to the development and communication of training and learning solutions best practices through written and verbal communication, collaborations, and workarounds with all Trimble Learn users.
• Support Trimble Training Community channels and events.
• Platform Configuration & Optimization:
• Collaborate with the Learn Platform Lead and the Architect to identify and close critical gaps in the platform's capabilities.
• Support the integration and deployment of new platform features and extensions by participating in UATs and aligning with the learning technology architecture and digital transformation priorities.
• Drive continuous improvement and automation for the Trimble Learn platform, workflows, and support processes to ensure scalability for a global enterprise.
• Data Analysis & Reporting:
• Analyze learners' engagement data to identify opportunities to further support them.
• Analyze support inquiries to identify opportunities to further automate and scale our support workflow.
• Travel:
• No travel is expected.
• Indicators of Your Success
• Quality and depth of collaboration with the vendors, our team members, stakeholders, content contributors and learners.
• Effectiveness and efficiency in resolving learners' inquiries - the goal is to have all support inquiries responded to daily and the resolution achieved within the first response.
• Monitor and report support ticket volume, classification and available escalation metrics.
• Contribution to strategic projects on the Learning Solutions team.
• The Skills & Experience You Should Bring
• Bachelor's degree in Business, Adult Education, Instructional Systems Design, or a major related to Trimble industries
• 5+ years of experience in supporting users of software, hardware and enterprise systems
• Strong problem-solving skills under pressure and the ability to think creatively
• Strong, high-energy customer focus to meet or exceed customer expectations using compassion and empathy
• Strong business acumen, high energy, and self-motivation
• Proven and exceptional interpersonal and communication skills spanning verbal, nonverbal, written, and presentation with delivery to a variety of audiences
• Enthusiastic and dedicated to effectively collaborating and coaching at various levels of technical proficiency with global teams and their various roles, personalities, and organizational levels
• Embrace diversity as a strength and effectively communicate across cultural differences
• Understand how Application Programming Interface (API) functions in an LMS environment
• Seek opportunities to increase technical knowledge and abilities related to learning technology and training practice at Trimble
• Focused on details, analytics and process improvements
• About Our Team
• Trimble Learning Solutions organization is responsible for expanding, optimizing, and enabling Trimble-wide customer, partner, student, and employee learning experience in the Trimble platform, including management of the Trimble Learn, and its extensio

Additional Information

Job Title: Learn Platform Support Analyst Job Location: Chennai, India Department: Learning Solutions Reporting to: Trimble Learn Support Manager in the US

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