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Customer Support & eLearning Technology Assistant

ISYS Solutions, Inc.
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Position Title: Customer Support & eLearning Technology Assistant (Part-Time)

Department: CareerSmart® Learning, a wholly owned division of ISYS Solutions, Inc.

Reports to: Supervisor of eLearning Design & Customer Support

Compensation: $20 - $22/hr 

                           3 - 6 Month temporary assignment with potential for direct hire

                           32 hr/week Monday - Thursday

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General Summary:

The Temporary Customer Support & eLearning Technology Assistant is primarily responsible for assisting CareerSmart customers with informational and technical inquires. Also responsible for assisting with LMS (Learning Management System) administration,eLearning course design updates and development of web-based curriculum and content, eLearning modules, live class and seminar/webinar presentations, and video programming. 

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Essential Job Functions:

  • Conduct and complete all functions with a proactive approach and positive attitude. Ensure clarity of assignments/CareerSmart’s brand and communicating in a polite and professional manner is paramount in all functions.
  • Based on analysis and knowledge of market segments, adult learning theory, and fundamental customer service and eLearning design & LMS practices and concepts, the Temporary Customer Support & Design Assistant must:
    • Provide prompt and polite technical support and customer service to learners by answering phone calls and responding to emails directed to info@careersmart.com or techsupport@careersmart.com and their respective phone numbers.
    • Interface with Learning Management System (LMS) to investigate learner issues, assist with management of users & learning content, and generate reports on learner & depatmental progress and course activity.
    • Maintain daily log of customer service inquires and technical support issues.
    • Assist with detailed technical research, trouble shooting and problem solving related to electronic resources and /or software.
    • Provide and assist in coordinating technical support at all CareerSmart hosted live seminar/webinar events on and off-site.
    • Assist with design of original, creative, tasteful, and aesthetic artwork for live and online educational materials, based on topic and content analysis, which reflect the subject matter and CareerSmart Brand effectively (using software that includes but is not limited to Adobe Creative Suite or Power Point) (Articulate 3, Articulate 360, or other rapid authoring tools).
    • Using creative design software, manipulate, and edit existing artwork and media to create new original designs, artwork, and/or animated media to reflect the content of the educational material being presented.
    • Interpret written educational content from a subject matter expert to develop original course storyboard design and submit to Supervisor for approval.
    • Edit original audio files for use in course designs.
    • Coordinate with professional voiceover artists or use text to speech software to obtain original audio files for narration of online courses.
    • Format, arrange, and synchronize animations, images, textual content, and audio to produce functional courses to be uploaded into a Learning Management System (LMS) (using eLearning authoring tools and various other software).
    • Develop videos used for course previews, webcasts, and the promotion of CareerSmart, consistent with the CareerSmart Brand.
    • Interpret feedback from Curriculum Development Review Committee (CDRC) to identify and make prompt edits to ensure existing courses are updated, accurate, and current.
    • Track time spent on specific activities daily.
    • Participate in meetings as requested, asking questions and contributing thoughtful and creative ideas and recommendations for business growth and development.
  • May assist with website development, maintenance, and updates consistent with CareerSmart guidelines. May provide and assist in set-up of technology and promotional materials at CareerSmart sponsored exhibits and tradeshows.  This may require ground and air travel, and overnight stays in the occurrence of multiple-day events.
  • Other related duties as directed by Supervisor, Director of Content Development, Vice President, or President.
  • All essential functions, including Project Management, Course Development, and Tech Support functions for this role have the following backups;
    • Primary Backup – Supervisor of eLearning Design
    • Secondary Backup – eLearning Designer

 

Knowledge, Skills and Abilities:

  • Customer Service skills and the ability to communicate confidently and effectively on IT-related technical issues, in time sensitive situations.
  • Artistic talent and technical ability.
  • Demonstrated ability and willingness to maintain courteous and professional relationships with customers and colleagues at all times.
  • Consistently communicates in a professional, polite, and responsive way that is representative of the ISYS/CSL brand in all circumstances.
  • Ability to think creatively and present original ideas for design or conceptual implementation.
  • Ability to work independently and collaboratively.
  • Ability to analyze, interpret, and synthesize complex information included in course content.
  • Technical knowledge and initiative in learning new technology and eLearning trends.
  • Close attention to detail while performing tasks.
  • Thorough understanding and knowledge of the CareerSmart product, brand identity, and target audience.

 

Requirements

 

Education and Experience:

  • On-the-job training available, as needed, in Learning Management Systems, WordPress, Articulate Storyline 360 or other currently used rapid eLearning authoring tool.

 

Required:

  • High School diploma
  • Experience in graphic design and creation of original artwork using Adobe Creative Suite, such as Photoshop and Illustrator, or other creative software for purpose of multimedia advertising.
  • Prociciency in modern Learning Management Systems such as Absorb, Cornerstone, Docebo, or other similar LMS
  • Proficiency in software utilized for web-based instructional design (Articulate, Storyline 3,360, or Captivate), and graphic design (Power Point and Adobe Creative Suite)
  • Experience with Microsoft Office Suite

 

Preferred:

  • College Education
  • Experience and training on eLearning design and/or web-based design
  • Experience and training in instructional design software, such as Adobe Captivate or Articulate Storyline 360
  • Film-making/video-producing experience
  • Experience with WordPress and WooCommerce