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Implementation Specialist

Company: United Educators
Location: Bethesda
Posted on: January 16, 2022

Job Description:

United Educators (UE) provides liability insurance and risk management services to more than 1,600 members representing schools, colleges, and universities throughout the United States. With over 30 years serving education, we bring deep expertise to our members and focus on delivering an experience that leaves them feeling confident that we understand their needs and offer insights and solutions suited for their unique challenges. These sentiments are echoed in our employee culture, our commitment to diversity, equity, and inclusion enables us to better serve our members and fulfill UE's mission. Currently, we are all working remotely, yet we plan to resume a hybrid schedule later this year.
The Implementation Specialist is responsible for supporting UE members and Canopy customers conducting training initiatives using UE's compliance courseware and eLearning platform. The role will perform technical administration activities including user profile management, account and courseware management, and troubleshooting support requests. The individual in this position is responsible for maintaining internal and externally facing administrative resources and knowledgebase content. The Implementation Specialist is an organized problem solver who will ensure members and constituents enjoy a seamless experience implementing training on UE's eLearning platform, resulting in an exceptional end-user experience and high customer retention.

  • Implementation Services: coordinate customer success onboarding and implementation activities for educational institutions deploying UE's online training; create and maintain video tutorials, guides, and resources for the Learning Launch Service
  • LMS Administration: provision new user accounts through bulk processing, manage existing user accounts, deploy customized courses and assets, configure and deploy custom environments and user dashboards
  • End User Support: respond to Tier 2 & 3 technical support tickets; research and resolve course and LMS issues
  • Industry Knowledge: stay abreast of developments in the field of eLearning and serve as an internal contributor on best practices, add-on solutions, and emerging innovations
    • Associate or Bachelor's degree
    • Two (2) to four (4) years' experience in a technical support or account management role preferred
    • Ability to build effective relationships and forge alliances with internal- and external-facing stakeholders including members, clients, and vendors
    • Ability to organize, prioritize, and work efficiently under pressure
    • Verbal and written communication skills including the ability to explain technical concepts in non-technical terms and document business processes to technical and non-technical audiences
    • Experience working with learning management systems (LMS), their configuration, and technical functions
    • Ability to tactfully negotiate multiple demands and thrive in an atmosphere of constant change

Keywords: United Educators, Bethesda , Implementation Specialist, Other , Bethesda, Maryland

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