Online Support Coordinator

The Church of Jesus Christ of Latter-day Saints•Salt Lake, UT

1d•Hybrid

About The Position

The Online Support Coordinator leads daily support operations for Seminaries and Institutes (S&I), providing general and technical assistance to users across both S&I and BYU‑Pathway Canvas instances. This role oversees all support channels, manages a team of interns, and handles escalated issues from internal teams. The coordinator also provides support in multiple languages for a global community of learners and educators. In addition, the role is responsible for accurate BYU‑Pathway provisioning processes and works closely with cross‑functional partners to ensure smooth system operations and timely, high-quality support. This is a full-time position. Under our current hybrid working arrangements, the individual in this role may need to be available to work from our Salt Lake City office occasionally or based on business needs; therefore, proximity to the office is required.

Requirements

3–5 years of technical customer service or support experience, preferably in an education or online learning environment.
Bachelor's degree in business, technology, instructional design, or related field (or equivalent experience).
Exceptional customer service skills, with the ability to empathize, communicate clearly, and professionally troubleshoot and resolve issues.
Experience managing a dynamic team, including scheduling, training, and supporting interns or staff.
Strong organizational and leadership abilities, with the capacity to manage multiple tasks and prioritize effectively in a fast‑paced environment.
Excellent written and verbal communication, presentation, and interpersonal skills.
Proficiency with remote and online learning platforms and tools.
Proficiency with Microsoft 365 applications.
Experience with data analytics, including the ability to interpret support trends, generate insights, and communicate findings.
Experience using Power BI for dashboards and reporting.
Experience with ServiceNow or similar ticketing and workflow management systems.
Ability to quickly learn and navigate complex systems and processes, including provisioning workflows and support escalations.
Ability to provide support across multiple languages with the aid of translation tools (multilingual support environment).

Nice To Haves

Experience with Canvas or other learning management systems.
Familiarity with provisioning user into varies systems.
Basic HTML and CSS skills.
Fluency in Spanish, Portuguese, or French.

Responsibilities

Manage Daily Support Operations (90%) Lead the online support team of interns, including ticket triage, assignment scheduling, training, and performance development.
Oversee all online support channels, including email, chat, phone, and virtual conferencing.
Provide general and technical support for S&I courses and users in both S&I and BYU‑Pathway Canvas LMS instances, including multilingual support for global users.
Address escalated support tickets from S&I teams and resolve complex user issues.
Address user concerns about Canvas functions, help with Canvas Commons, create courses, and complete support tasks that fall outside the S&I enrollment tool (WISE).
Maintain online learning support resources, including the S&I Help Center, S&I Online Support SharePoint, and Canvas Help content.
Communicate systemwide updates, such as start‑of‑term reminders, Canvas feature releases, known bugs, and system outages.
Support Tier‑2 and BYU‑Pathway support teams with S&I account issues, provisioning needs, and advanced troubleshooting.
Assist with the Church Service Missionary application and provisioning process.
Manage BYU‑Pathway provisioning tasks, including user provisioning.
Work closely with the internal and external partners to identify, troubleshoot, and report system bugs and workflow issues.
Supports Division (10%) Serve as a backup to the Course Management Coordinator when needed.
Participate in team meetings and contribute to continuous improvement initiatives.
Assist with onboarding and training new interns or team members.