Solutions Specialist

• Madison
• Hybrid
• Hourly salary: $25 - $27.50

Job Description

Americas Credit Unions is a leading company in the Financial Services Trade Association sector known for our advocacy on behalf of all Credit fuel our employees professional growth at every level stand committed to the financial well-being of every member and champion the credit union story at every turn.

We are seeking a highly organized and experienced Solutions Specialist to assist with supporting daily customer service administration onboarding/offboarding administration reporting needs etc. for our eLearning platform and other products testing and recognition program needs. This includes supporting all level 1 and 2 issues: tracking them to resolution.

Responsibilities:

Provide exceptional service that drives customer success following defined service standards. Manage a very large number of daily inquiries received via phone e-mail letter chat and other virtual support channels.

Promote/explain high level processes and procedures assist with understanding of wide range of system functionality to customers providing the guidance for self-support moving forward.

Work to ensure system/s run efficiently and keep all necessary individuals notified of any issues. Responsible for Level I and Level II technical difficulties following defined escalation process. This includes troubleshooting issues that arise and tracking them to resolution; notifying staff/administrators of issues/updates etc.; working with outside vendors/manager/IT as needed to bring issues to a close. Communicate resolution as appropriate.

Present system/s processes procedures features and benefits; help credit unions understand how the products can enhance their training programs & operations. Coordinate additional CU training needs via prescheduled group live or archived training opportunities in partnership with the Customer Success Team.

Responsible for delivery of proctored exam requests (via online proctoring system); including importing data loads into AMS online proctoring system and verify/troubleshooting logs of import processes and processing of exam invoices as necessary.

Manage milestone and support communication administration via digital/e-mail delivery/tracking tool. Load/maintain support documents for internal and external audiences; review web pages related to training site and revise/update as needed.

System/s and data administration including administrative onboarding and sunsetting of subscriber CUs recognition program data maintenance exam grading process and recognition program delivery processes. Support data import processes.

Report processing including ad hoc requests and scheduling through multiple reporting tools (LMS AMS LRS 3rd party).

Responsible for service request management tool triage.