Skillable is the virtual labs platform built to adapt quickly in the face of constant change. A three-time Inc. 500 company, Skillable believes validated experiences and challenge-centric learning will transform the way organizations upskill their customers, partners and employees. Industry leaders such as Microsoft, Amazon, IBM, Veritas, Global Knowledge and New Horizons trust Skillable’s full stack lab development and hosting platform, generating nearly 5 million lab launches to date in 2021 and more than 20 million lab launches over its tenure.
The leadership team of Skillable traces its roots back almost 25 years in the Information Technology training industry. Ranging from engaging in the delivery of technical training, creating training content, and managing training organizations across multiple countries, the team has worked and engaged in every facet of technology training, content production, and assessment. During its growth, they have managed multiple successful training delivery companies, pioneered new and innovative ways to build and deliver training, worked heavily in the assessment and testing industry, and managed some of the world’s largest training delivery programs by the world’s leading software companies.
Technical Services Support is a vital role in the Skillable Technical Operations department. Technical Services Support is responsible for assisting our customers and provide timely answers to their questions using multiple communication types (email/ticket system, phone, IM). This position requires focus on excellent customer service skills and technical knowledge. Candidates should have the ability to clearly communicate and quickly assess escalation scenarios.
This position is completely remote, therefor a qualifying candidate is expected to have a home workspace that includes a private, quiet area for meetings and conference calls and occasional travel (This may include travel outside the US). Learn on Demand Systems has users from around the world and provides support 24/7 every day of the year.
1. Ability to effectively manage one’s time in a remote work from home environment.
2. Assist customers with questions and issues around all aspects of Learn on Demand Systems services and products
3. Support Ticket Management
a. Respond to and resolve tickets in a timely manner utilizing the Zendesk support software
b. Ensure tickets are tagged, triaged, and addressed appropriately, promptly and within SLA limits
c. Escalate issues as needed
d. Provide timely and excellent customer service
4. At all times have a thorough understanding of all aspects of Learn on Demand Systems services and products, including all features, functions, and capabilities
a. Training Management System
c. Lab on Demand
e. Automation Tools
f. Cloud Based Solutions (Azure, AWS)
g. Shared Labs
h. Original Content
i. Be familiar with high priority clients/programs and general users of Learn on Demand Systems
Job Duties & Responsibilities
· 1. Ability to frequently remain in a stationary position.
· 2. Ability to frequently communicate and exchange accurate information.
· 3. Ability to constantly operate equipment such as telephone, computers, etc.
· 4. Ability to move equipment, in excess of 5 lbs.
To perform this job successfully, an individual must be able to perform each essential job function assigned satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
If you meet the above requirements and are looking for a rewarding career, please take a moment to share your background with us by applying online. Skillable is an Equal Opportunity Employer and offers full-time employees a robust benefit package, to include: Medical, Dental, Vision, Prescription, Healthcare Savings Account, Flexible Spending Account, Dependent Care Reimbursement Account, Retirement Savings Plan (100% match of employee 401(k) contributions up to 3% of their compensation, then 50% matching contribution of next 2% of employee’s compensation), Wellness Program and reimbursement, Travel Assistance Program, Short-term Disability, Life and AD&D, Accident Recovery, Employee Assistance Program, Long-term Disability, Critical Care, Cancer Care, Hospital Indemnity, Discount Program, Home Office/Communication Reimbursement, Paid Time Off, Sick Time, Personal Time, Holidays, Employee Recognition Programs, Company Trips, and even Pet Insurance!
In accordance with Skillable duty to provide and maintain a workplace that is free of known hazards, we are adopting this policy to safeguard the health of our employees and their families; our customers and visitors; and the community at large from infectious diseases, such as COVID-19 or influenza, that may be reduced by vaccinations. This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities, as applicable. All employees are encouraged to receive vaccinations as determined by guidance from the Centers for Disease Control and Prevention and local health authorities, as applicable.