Are you passionate about learning and intellectually curious? Do you thrive in a fast paced, innovative work environment where team members hold themselves and others accountable? Are you energized by trying new things, have an agile mindset and enjoy making an impact? Is working for a purpose driven organization important to you? If the answers to these questions are a resounding YES, then read on!

Skillsoft is the global leader in eLearning. We help businesses solve their biggest challenge – attracting, motivating and retaining world class talent. Our team is recognized for cutting edge digital learning and human capital management solutions. Trusted by the world's leading organizations, including 65% of the Fortune 500, we train more professionals than any other company in the world. Our 100,000+ courses, videos and books are accessed over 130 million times every month, in 160 countries and 29 languages. At Skillsoft, we believe that knowledge is the fuel for innovation and innovation is the fuel for business growth.
We are all about “Making Work Matter.” With over 2200 employees around the world, we are always looking for amazing talent!
Will you be next to join our team?

Opportunity Highlights:

• Assist Support Manager in day to day operations and perform management duties
• Provide direction, guidance, mentoring and instructions to a team of TSEs
• Assist with providing coaching for any technical/non-technical training required
• Effectively manage customer escalations
• Maintain ownership of issues/escalations until resolution including coordinating resolution with other teams as needed and setting customer expectations accordingly
• Identify improvement opportunities and drive process changes as required
• Handle Support related projects as prescribed by the management
• Act as a leader within the Support Operations team by instilling customer service culture, monitoring the call queue, ensuring staffing levels, being an advocate for the team, but also an extension of management
• Participating in Associate on-boarding , mentoring and on-going training, including identifying areas for on-going technical and non-technical training for the team
• Monitor and analyze daily, weekly, monthly, and YTD stats for Support team to be able to report progress and provide suggestions on trends and solutions
• Collaborating with other areas of the business regarding Customer Operations issues and processes
• Ensure appropriate staffing levels and manage schedules to ensure optimal coverage
• Identifying areas for on-going technical and non-technical training for the team
• Acting as a resource to Management and other departments, as needed
• Assist with improvement projects and other duties as assigned

   

  Skills & Qualifications:

• Bachelor’s degree in Information Systems, Computer Science or Engineering additional plus. 
• Functional and Technical expertise in any of the SumTotal Core suite products
• Excellent communication skills
• Strong customer service focus
• Ability to communicate at different levels of the organization both internally & externally.
• Willingness to pick up additional tasks with short notice and minimum supervision
• Must be willing to work in shifts and/or change current shifts
• Willingness to provide technical assistance/work on cases as required
• Minimum 5 years’ experience in application support with at least 18 months experience in SumTotal
• 5+ years of experience in technical support for an enterprise software with 2+ years hands on experience in Sumtotal suite of products
• Demonstrated ability to lead and motivate others
• Strong attention to detail for interacting with customers and reporting
• Strong technical aptitude for mastering complex enterprise level software
• A self-starter who is able to operate independently, within a team environment