L&D Technical Support Associate (P1-3927069-1)
About The Position
The L&D Technical Support Associate responds to and diagnoses problems through phone, email, and chat with Operations associates related to University of Panda and ServiceNow (UOP contents, GO classes, UOP portal), ensuring satisfactory customer service. This position recognizes and researches problems and resolves basic problems while referring more complex problems to higher levels for satisfactory resolution. This position follows up to ensure timely resolution of all problems. The L&D Technical Support Associate provides technical support for the UOP online database, generates training reports requested by Operations and Support Center, and assists in UOP special projects.
Requirements
- Bachelor's degree required
- Minimum one year of relevant experience required
- ability to speak and read Spanish
- If hired, successful completion of annual store training
- Obtaining a valid Food Handler's Card within 30 days of employment is a requirement of this position
Nice To Haves
- Learning Management System certification preferred
Responsibilities
- Diagnoses and responds to problems through phone, email, and chat with Operations associates related to University of Panda (UOP contents, GO classes, UOP portal), ensuring satisfactory customer service.
- Responsible for responding to inquiries related to GO classes, SM classes, training bonus, credit and all UOP matters.
- Ensures information on all requests is accurately captured for future reference and analysis.
- Resolves basic problems and refers more complex problems to higher levels for resolution.
- Follow up with customers to ensure issues and requests have been resolved successfully and on a timely basis as documented in ServiceNow.
- Contributes to the development of quality knowledge base documents for frequently reported problems, issues, and requests.
- Supports GO class-related functions, such as virtual training supporting, reporting, class preparation, daily scorecard, assigning material, and post-work assignment.
- Assists in special projects related to UOP (e.g., FHR UOP Class Tracker, LBF Survey).
Benefits
- Hybrid Work schedule
- 401K with company match
- Yearly bonus opportunity
- Full medical, dental, and vision insurance
- On-site fitness center, biometric screen, and flu shot clinic
- Discounts at Panda restaurants, theme parks, and gym memberships
- Paid time off starting at 15 days with 7 federal holidays
- Continuous education assistance and scholarships
- Income protection including Disability, Life and AD&D insurance
- Bereavement leave
- Benefits available for eligible permanent full time associates
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
