Canadian Police Knowledge Network
Job Summary:
Job Description:
Canadian Police Knowledge Network (CPKN) is one of Canada’s most experienced providers of technology-enhanced learning products and services. Specializing in building national learning models, we work across multiple sectors including police and security.
The CPKN team is seeking a bilingual eLearning support specialist. This position is responsible for providing exceptional customer service. The primary focus is to ensure technical support is being provided efficiently and effectively while developing, refining, and carrying out processes that support end users. The eLearning Support Specialist must also support the Learning Management System (LMS) and the Manager of Customer Care.
The ideal candidate will be fluently bilingual in French and English, have excellent interpersonal, organizational, customer service, and problem-solving skills. They will be a motivated individual who works effectively in independent and team environments. They will have post-secondary education in a related field or possess an appropriate combination of education and experience. Knowledge of office administration, customer support procedures, web browser environments, and windows-based applications is required. CPKN offers a competitive salary including an RRSP matching, dental, health, LTD and life insurance.
What You’ll Do:
- Work with clients to ensure an efficient and effective e-learning experience from registration to course completion – ideally within 24 hours
- Register clients to the Learning Management System (LMS)
- Assess client problems, gather pertinent information, and resolve issues while maintaining an accurate database of user issues and inquiries
- Provide Tier-1 technical support via email and telephone
- Escalate issues for Tier-2 support through CPKN established support channels
- Assist in the creation of a cohesive response strategy where users or client organizations are updated and informed of problems
- Assist in the development and modification of support processes
- Protect the accuracy, integrity, security and privacy of user data
- Assist in the isolation of issues related to the CPKN architecture including servers, operating systems, and applications
- Assist in the prioritization of issues in the context of CPKN’s business goals
- Consult with client organizations and CPKN team members to design and develop reports that support their ongoing business requirements
- Support the implementation and maintenance of client portals through training sessions with clients
- Develop and maintain support procedures manual, identify potential gaps, and implement changes to the support process to accommodate CPKN’s growing user base
- Work with the CPKN client services team to distribute marketing information to current or potential clients. Encourage sales among end users. Leverage up-to-date knowledge of the CPKN user base to provide input into marketing strategies.
- Generate reports as requested by clients on a daily, weekly, monthly, or ad hoc basis.
- Security clearances maybe required to work on certain contracts.
- Proficiency in French is preferred.
CPKN values collaboration and teamwork and as such, the ideal candidate will demonstrate a collaborative spirit and will want to be part of a team that fosters a positive working environment.