LMS Support Specialist
Job Details
NexPort - Oklahoma City, OK
Fully Remote
Full Time
2 Year Degree
No overnight travel required
Day
Information Technology

Summary:

As a member of NexPort Solutions, a division of Darwin Global, LLC, the Tier 2 Support Specialist is responsible for configuring, managing, and supporting the NexPort Learning Platform (NLP) for multiple partners. The Tier 2 Support Specialist deploys and manages multiple versions of online content, media, tests, and surveys; manages student accounts, records, and enrollments; produces transcripts, diplomas, certificates, and reports; configures stores, products, and other aspects of NexPort Marketplace; and provides technical assistance and training to internal and external customers. The Tier 2 Support Specialist must develop and maintain expertise in all features of the NLP, including new ones.

Duties and Responsibilities

Essential Functions

To perform this job successfully, an individual must be able to perform each essential function satisfactorily, including the following essential duties and responsibilities. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Other essential duties and responsibilities may be assigned.

  1. Appropriately handle sensitive and/or confidential information in accordance with laws and regulations.
  2. Create and manage NexPort Campus organizations and groups.
  3. Configure NexPort Campus settings.
  4. Customize NexPort Campus portals.
  5. Create and manage NexPort Campus assignments by type.
  6. Configure and manage NexPort Campus assignment grading.
  7. Upload and troubleshoot SCORM courseware to NexPort Campus.
  8. Create and manage NexPort Campus question banks, tests, and surveys.
  9. Create and manage NexPort Campus course sets, course catalogs, and training plans.
  10. Create and manage NexPort Campus sections by type (instructor-led, facilitated, self-paced).
  11. Create and manage NexPort Campus subscriptions, memberships, and enrollments.
  12. Enroll users in NexPort Campus sections and training plans.
  13. Create and manage NexPort Campus bookshelves.
  14. Manage NexPort Campus My Community (social media) features.
  15. Create and manage NexPort Campus roles and permissions.
  16. Configure and manage NexPort Campus certificates.
  17. View and/or produce reports of instructor activities.
  18. View and/or produce student grades, transcripts, reports.
  19. Monitor NexPort Campus external services.
  20. Create and manage NexPort Campus ticketing.
  21. Answer calls from students regarding operating procedures of NexPort Campus.
  22. Answer calls from administrators regarding operating procedures of NexPort Campus.
  23. Manage NexPort Marketplace stores, products and customers.
  24. Edit and create product mappings between NexPort Marketplace and NexPort Campus
  25. Manage and Troubleshoot NexPort Campus Web Hooks.
  26. Manage, troubleshoot and provide support for additional NexPort Learning Platform features as they become available.
  27. Perform any and all other duties, as assigned.

Non-Essential Functions

This job has the following non-essential duties and responsibilities. Other non-essential duties or responsibilities may be assigned.

  1. Perform any and all other duties, as assigned.

Knowledge, Skills and Abilities

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees.

Math Ability:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual must have the ability to work with and use a variety of software and browsers, such as, Microsoft Windows, Microsoft Word, Google Docs, Microsoft Excel, Google Sheets, Microsoft Internet Explorer and Edge, FireFox, Chrome, and Google email and must have the ability to rapidly gain and maintain proficiency in our NexPort Learning Platform environment, applications, and customer base.

Equipment:

Requires expert skills using the PC Workstation, Microsoft Windows; must have a reliable internet connection from home.

Other Skills and Abilities:

  • Effective verbal and written communications
  • Ability to work independently
  • Ability to prioritize assignments to meet strict project deadlines with minimal supervision
  • Proofreading, writing, and editing skills
  • Ability to work remotely

Education/Experience Requirements

Education/Experience

Associates degree (A.A./A.S.) or equivalent from a two-year college or technical school and one year relevant experience providing technical support for web applications or software; or three years related experience or training providing technical support for web applications or software.

Specialized Education/Training and Experience

None

Certificates and Licenses

None

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit, use hands, reach with hands and arms, and talk or hear. Specific vision abilities required by this job include close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more), and ability to see color.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the work environment is usually quiet to moderate.

Other Requirements

Prior to hire, the selected candidate, if not a current Company employee, will be required to authorize the Company to conduct a criminal background investigation.

Prior to hire, the selected candidate will be required to successfully complete one or more skills assessments.

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