Job Title:  EXECUTIVE-LMS SUPPORT

Job Summary

At NIIT, we’re transforming the way the world learns, for the better. That’s why the world’s best run learning functions across 30 countries trust us with their learning and talent. Since 1981, we have helped leading companies transform their learning ecosystems while increasing the business value of learning. Our comprehensive, high impact managed learning solutions weave together the best of learning theory, technology, operations, and services to enable a thriving workforce Link for our website About NIIT MTS NIIT is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic

Educational Qualification

Education Qualification- Graduates Required

As a Technical Support Specialist for SAP Learning, the Training Shop and the CertificationHub you will work in a multi-national and globally distributed team and you will be responsible for the following areas:

Customer Support

• Solve technical issues for customers on SAP Learning, the Training Shop and the CertificationHub
• Communicate clearly, professionally and proactively with customers via ticketing channel
• Manage customer escalations
• Collaborate with fellow service & support colleagues and other internal organizations globally to provide superior customer service
• Take ownership of technical issues and drive to resolution
• Continuously improve service and support processes to increase efficiency
• Drive and manage projects with other support colleagues
• Create root cause analysis of reported incidents for our stakeholders
• Run reports on learning usage triggered through customer service requests
• Deliver on-demand reports to our customers based on their individual needs
• Provide qualitative feedback to (technical) product management for improvements of platforms, tools & processes
• Ensure GDPR compliance for global operations processes

Experience

We expect from you…

• Enthusiasm for working in a (global) team, especially with virtual teams
• Very good communication and presentation skills
• Excellent written and comprehension skills for the creation of Knowledge Base Articles
• Experience in managing escalations both with business stakeholders and customers is a plus, supporting cases in a timely fashion
• Excellent problem-solving skills and a willingness to investigate issues and resolve customer cases within a specified time frame
• Superior analytical skills for root cause analysis reports for our internal teams
• Knowledge of SAP SuccessFactors Platform, SAP Learning or SAP C4C/ESM is a plus
• Fluent in English, both spoken and in writing
• Professional user of MS Office (Power Point, Excel, Outlook, Teams)
• Superior degrees during studies in business administration with technology focus, computer science, information technology or software engineering

Preferred Skills:

• Proven skills in customer communication, incident resolution and escalation management
• Experience in working with global and virtual teams
• Experience in contributing to projects or even in leading projects with a global team to drive improvements in system and processes between teams
• Good understanding of learning management systems, e-learning, digital learning concepts, agile development/DevOps/SAFe are a plus
• Experience in providing accurate reporting services

• Knowledge of SAP Analytics Cloud and the SAP IAS identity management platform is a plus
• Knowledge on the EU General Data Protection Regulation (GDPR) is a plus

WORK EXPERIENCE

• 1-2 years’ experience in a technical support role
• Professional experience in customer engagement
• Experience in escalation management