Learn Support Analyst

Job Title: Learn Platform Support Analyst

Job Location: Chennai, India

Department: Learning Solutions

Reporting to: Trimble Learn Support Manager in the US

What You Will Do

Learn Platform Support Analyst serves as the initial contact for both internal and external learners utilizing the Trimble Learn platform. This role is crucial to platform operations and serves as the primary intermediary among learners, training teams, the platform architect, the onboarding manager, the UX designer, the content manager, and the vendors (Docebo, Accredible, CloudShare, Administrate) that comprise the Trimble Learn platform's capabilities. Additionally, the analyst supports integrations with other systems within the Trimble operations ecosystem (SSO, Workday, Domo, Gainsight, SalesForce, etc.). A passion for promoting a strong learning culture and technology, and for integrating these elements into Trimble's training practices, is a key driver for this position.

Your Responsibilities 

• Platform Operations & Vendors Escalations:

  • Serve as the point of contact for internal and external learners, liaising with content owners and technology vendors on questions and concerns.

  • Research, escalate, and collaborate with vendor's technical support teams to resolve system issues, design workarounds, and address user needs by escalating and managing support tickets.

  • Monitor the vendors’ community for relevant systems updates, best practices, and new capabilities to apply to Trimble's platform use.

  • Maintain the platform's security by updating HTTPS certificates for Learn.Trimble.

• User Support & Communications:

  • Manage the support inbox, providing direct one-on-one assistance to users and triaging content-related questions to the appropriate Trimble training teams.

  • Utilize Jira Service Manager (JSM) to efficiently track, manage, and resolve all support inquiries.

  • Create support documentation, including writing and/or recording support articles and process steps to help educate users.

  • Contribute to the development and communication of training and learning solutions best practices through written and verbal communication, collaborations, and workarounds with all Trimble Learn users.

  • Support Trimble Training Community channels and events.

• Platform Configuration & Optimization:

  • Collaborate with the Learn Platform Lead and the Architect to identify and close critical gaps in the platform's capabilities.

  • Support the integration and deployment of new platform features and extensions by participating in UATs and aligning with the learning technology architecture and digital transformation priorities.

  • Drive continuous improvement and automation for the Trimble Learn platform, workflows, and support processes to ensure scalability for a global enterprise.

• Data Analysis & Reporting:

  • Analyze learners' engagement data to identify opportunities to further support them. 

  • Analyze support inquiries to identify opportunities to further automate and scale our support workflow. 

Travel:

• No travel is expected.

Indicators of Your Success

• Quality and depth of collaboration with the vendors, our team members, stakeholders, content contributors and learners.

• Effectiveness and efficiency in resolving learners' inquiries - the goal is to have all support inquiries responded to daily and the resolution achieved within the first response. 

• Monitor and report support ticket volume, classification and available escalation metrics.

• Contribution to strategic projects on the Learning Solutions team.

The Skills & Experience You Should Bring

• Bachelor's degree in Business, Adult Education, Instructional Systems Design, or a major related to Trimble industries

• 5+ years of experience in supporting users of software, hardware and enterprise systems

• Strong problem-solving skills under pressure and the ability to think creatively

• Strong, high-energy customer focus to meet or exceed customer expectations using compassion and empathy

• Strong business acumen, high energy, and self-motivation

• Proven and exceptional interpersonal and communication skills spanning verbal, nonverbal, written, and presentation with delivery to a variety of audiences 

• Enthusiastic and dedicated to effectively collaborating and coaching at various levels of technical proficiency with global teams and their various roles, personalities, and organizational levels

• Embrace diversity as a strength and effectively communicate across cultural differences

• Understand how Application Programming Interface (API) functions in an LMS environment

• Seek opportunities to increase technical knowledge and abilities related to learning technology and training practice at Trimble

• Focused on details, analytics and process improvements

About Our Team

Trimble Learning Solutions organization is responsible for expanding, optimizing, and enabling Trimble-wide customer, partner, student, and employee learning experience in the Trimble platform, including management of the Trimble Learn, and its extensions and integrations.

How to Apply: Please submit an online application for this position by clicking on the ‘Apply Now’ button located in this posting.

Join a Values-Driven Team: Belong, Grow, Innovate. 

At Trimble, our core values of Belong, Grow, and Innovate aren't just words—they're the foundation of our culture. We foster an environment where you are seen, heard, and valued (Belong); where you have an opportunity to build a career and drive our collective growth (Grow); and where your innovative ideas shape the future (Innovate). We believe in empowering local teams to create impactful strategies, ensuring our global vision resonates with every individual. Become part of a team where your contributions truly matter. 

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