Trimble Inc. Learning Platform Support Analyst in Westminster, Colorado
Job Title: Learning Platform Support AnalystDepartment: Trimble Learning SolutionsLocation: Westminster, CO or RemoteJob Summary:The Learning Platform Support Analyst is the first point of contact for usersof Trimble's Learning Solutions platform: Learn. Trimble. As a liaison forlearners, trainers, deployment architect, onboarding manager, and thevendor of Learn. Trimble: Docebo.The Learning Platform Support Analyst isstriving to become an expert in the Learn. Trimble functionality andenthusiastic about supporting learning culture and training practice atTrimbleDuties and Responsibilities:Provide basic user training and escalate technical issues to Learn. Trimblevendor: Docebo.Monitor inbox to answer questions from usersand direct content-specificquestions to trainers.Analyze training workflow configurations and consult trainers on solutions andworkarounds.Write support articles and deployment manuals as required.Outreach to Trimble Trainers (content owners) Community eg. weekly GoogleCurrents posts, monthly tips and tricks webinar, forum, digital town-hall etc.Analyze learners' data for trends and behaviors to support Trimble businessgrowth.Collaborate with Docebo technical support to resolve system issues. MonitorTicket Bugs + design workarounds. Escalate to Learn. Trimble Architect, asneeded.Collaborate with Learn. Trimble System Architect to evolve Learn. Trimblearchitecture. Assists with architecture build-out, as needed (ex. buildout pages or catalogs as directed by system architect).Collaborate with Trimble Business Areas Onboarding Manager to address:Repeated problems with technology.Repeated technology requests that are coming in.New business areas onboarding opportunities.Create and manage Power Users accounts. Validate and update configuration anddata required (ex. check, and where needed input, BA number orinstructor for course).Support users in Reports Design.Reports monthly usage stats.Submit ideas to the Docebo portal based on Trimble uses needs and trends.Adopt a Trimble system of tracking support inquiries and performance dataanalytics.Perform other duties as required.Success MeasuresEffectiveness and efficiency in resolving learners' inquiries. The goal isto have all e-mails in inbox responded to daily and the resolution achievedwithin the first response.4 or more published tips per month to build a knowledge base for Trimble bestpractice in Learn. Trimble, to decrease learners' problems triggered bycontent owners' configuration mistakes. Today, configuration mistakescause 50% of the learners' inquiries and we want to decrease that to less thanMonthly webinar for Trimble content owners to improve customer experience andvalue of sharing Trimble trainers' best practices.Internal and external customer feedback with survey scores increase by 3%per quarter until 100% service satisfaction level is achieved and maintained.Quality of collaboration with other team members and stakeholders.Growth in complexity and scale of contribution to strategic projects.Experience, Education and Skills:Experience in supporting users of an enterprise system, preferably aLearning Management System.Excellent written and verbal communication skills to effectively interact witha global team.Demonstrated ability to work with various roles and personalities.Experience working with non-native speakers of English and with organizationsbased outside the US.Savvy with Information Technology.Front end development experience in HTML / CSS.