LMS Administration

ELB Learning • Traverse City, MI

35d • Remote

About The Position

We are hiring on behalf of our client, a leading global platform focused on helping organizations optimize business decision-making through scenario planning and analysis. The team is dedicated to ensuring customers can stay ahead of the competition and achieve their business goals. What unites the team across geographies is a collective commitment to customer success and a strong, collaborative culture. Their customers include some of the world’s leading companies, and this role is critical in providing a seamless and high-quality training experience for all LMS users. We are looking for a proactive and detail-oriented Level 1 Support Analyst to join the remote team. This person will serve as the first point of contact for users of the LMS, ensuring learners; including customers, partners, and employees, have a smooth and successful experience. The ideal candidate thrives in a fast-paced environment, works independently and collaboratively, and is a natural problem solver.

Requirements

• Education & Experience: Bachelor’s degree OR 3+ years of relevant experience.
• Customer Experience: Experience in a customer-facing support role, managing questions and troubleshooting via email in a corporate or business environment.
• LMS Experience: Experience working with an LMS
• Ticketing Systems: Proficiency in ticketing systems such as Salesforce or ServiceNow.
• Technical Skills: Proficient in MS Office Suite (Word, Excel, Outlook).
• Problem-Solving: Strong analytical and problem-solving skills, able to manage multiple priorities in a changing environment.
• Work Style: Self-motivated and capable of working independently or as part of a team with minimal supervision.
• Communication: Excellent written communication, including experience creating technical documentation or job aids.
• Critical Thinking: Ability to analyze complex information and solve problems effectively.
• Language Skills: Fluent in English and Japanese (written) — strongly desired, especially for the APAC hours position.

Nice To Haves

• familiarity with Docebo is a plus.
• Experience troubleshooting SSO issues (e.g., Okta) preferred.

Responsibilities

• Provide Tier 1 Support: Act as the primary liaison for help desk cases related to the LMS.
• Case Management & Escalation: Triage and resolve technical issues, escalating complex problems when necessary (e.g., account updates, course access, completion status).
• LMS Administration: Administer and maintain the LMS, including updating learner progress and grades, and managing access for employees and contractors.
• Documentation: Maintain and update Help Desk Knowledge Base Articles and job aids.
• Project Support: Support LMS implementation, updates, and modifications.
• Customer Service: Maintain a positive, solution-oriented approach while providing excellent service to all users.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees