Description
Job Title: Webinar Support and LMS Specialist
Summary
Zeiders Enterprises is seeking a full-time Webinar Support/LMS Specialist to support government contracts delivering quality of life programs and services to military service members and families. The ideal candidate will have proven experience supporting Learning Management Systems, webinar platforms (e.g. Adobe Connect, Zoom, Teams, etc.), and system users. This position requires the ability to troubleshoot learning technologies, communicate effectively both verbally and in writing, maintain a high level of accuracy and attention to detail, and collaborate with internal and external clients and subject matter experts. This is a telework position.
Essential Duties and Responsibilities
Staff and support an LMS helpdesk to assist learners worldwide with LMS access and functionality issues.
Create and manage LMS learner accounts, ensuring consistency and accuracy of the data.
Coordinate with LMS Admin to maintain system content and assist with uploading courses or other training items, building learning paths, and optimizing system performance.
Develop and maintain system guides and standard operating procedures to ensure all processes are appropriately documented.
Set up and produce live, virtual learning events, providing superior customer service and technical assistance to hosts, presenters, and learners in designated webinar platforms.
Create and distribute contract-required reports in compliance with quality and delivery standards.
Develop and maintain system guides and standard operating procedures to ensure all processes are appropriately documented.
Work independently and as part of a team to achieve program objectives.
Other duties as assigned.
Supervisory Responsibilities
Required Education and/or Experience Qualifications
Zeiders is a COVID-19 vaccination-required company and requires all employees to be vaccinated or seek an approved accommodation for a protected reason (medical or religious).
A minimum of a BA/BS degree with 1 year related experience;
OR an Associate's Degree with 3 years related experience;
OR a high school diploma with 5 years related experience, specifically with online learning technologies.
Professional experience working within an LMS (OnPoint experience a plus) to manage learner accounts, training content, live events, and/or rosters and produce training reports.
Experience supporting virtual training and online webinar platforms (e.g. Adobe Connect, Zoom, Teams, Blackboard, etc.).
Exceptional computer skills, including proficiency in Word, PowerPoint, and Excel (Office 365 experience a plus). Proven experience with data management/data manipulation utilizing advanced features in Excel (e.g. VLOOKUP, pivot tables, etc.).
Experience providing superior customer service, especially when faced with stressful situations.
Ability to handle multiple projects simultaneously while meeting project deadlines.
Experience conducting technical troubleshooting and quality control activities in a fast-paced environment.
Excellent written and oral communication skills.
Preferred Qualifications
Familiarity of HTML (Hyper Text Markup Language) and its use on an LMS.
Ability to obtain and maintain military lifestyle knowledge.
Experience working on a virtual team.
Experience working with government contracts.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Physical Demands: Works in office areas. Sits, stands, bends, lifts, and moves intermittently during working hours. Uses personal computer, telephones, copiers, printers, and other office equipment. The employee must occasionally lift and/or move up to 10 pounds.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.
Zeiders Enterprises, Inc. is an Equal Opportunity Employer
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
