Key Facts

Remote From:

Full time

English

Hard Skills

Root Cause Analysis Google Workspace Business Process Improvement Cross-Functional Collaboration Documentation Generation Escalation Management Service Management Compliance Management Ad Hoc Analysis Google Docs

Other Skills

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Microsoft Excel
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Team Management
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Customer Service
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Professional Communication
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Time Management
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Teamwork
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Critical Thinking
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Organizational Skills
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Detail Oriented
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Verbal Communication Skills
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Problem Solving

Roles & Responsibilities

Excellent written and verbal communication skills to drive recommendations, articulate tradeoffs, and convey plans internally
Experience with business process improvement and root cause analysis
Advanced Excel and Google Workspace knowledge
Highly organized with excellent attention to detail

Requirements:

Ensure Service Partner inquiries are handled accurately and confidently through each engagement
Assist with inquiries relating to certification requirements and coordinate session logistics (start of session arrangements, rosters, welcome communications, timetables, and related tasks)
Act as a point of contact for the learning team to ensure an inclusive, caring, and supportive learning experience
Support learning activities by handling inquiries about completions, access, assessments, and course records and resolve learner inquiries via the ticketing process

Arise Virtual Solutions Inc.

About Arise Virtual Solutions Inc.

Arise Virtual Solutions has created a disruptive technology platform that connects the world’s biggest brands with a previously untapped network of small business owners and their agents. This entrepreneurial network of work-from-home Service Partners creates exceptional customer experiences that increase sales, improve loyalty, and speed customer growth. The Arise® Platform enables Brands to transform the relationship between their company and their customers through state-of-the-art security, access to Brand advocates, and on-demand flexible capacity to handle sudden or seasonal volume changes. To learn more about Arise Virtual Solutions, please visit arise.com or email us at info@arise.com. The Arise® Platform is the future of customer care.

Company type: SME

Founded: 2018

Company size: 201 - 500

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Job description

Around since 1994, Arise Virtual Solutions Inc. has created a disruptive technology platform that connects the world’s biggest brands with the largest network of gig-economy Service Partners in the BPO industry. Owned by Warburg Pincus, one of the world’s largest Private Equity Firms, Arise is the work-from-home pioneer and now the CX Transformation trailblazer. We are changing the way the world WORKS with every major brand that we support. Come be a part of the revolution as a regular-full-time employee of Arise Virtual Solutions!

Our Core Values:

Relentlessly Pursue Excellence

Empower People & Partners

Make a Difference

No Boundaries

Embrace Possibilities

Our company is looking for an Admin, Learning Delivery who will report into the Directors of Learning Delivery. This person will be responsible for ensuring personalized support to our Service Partners with the goal of retaining each Service Partner on the Arise platform. This individual will oversee the Service Desk Specialists and ensure the team works to demonstrate a favorable image of the Arise brand through effective use of critical thinking skills, professional communications, and internal/external customer interactions.

In addition to ensuring personalized support to Arise Service Partners, this role will be responsible for identifying and documenting the root cause of any pain points that are identified through Service Partner interactions. The Learning Admin will coordinate with internal teams to address the identified root cause issues and resolve them.

This role will work heavily with Learning, Customer Success, Customer Opportunities, Partner Support, and Technical Support teams. Based on findings from Service Partner interactions, and the ideal candidate will be comfortable making recommendations to these teams. In this role, you must be passionate about the Service Partner experience and be able to identify ways to maintain and grow Service Partner engagement on the Arise platform.

What you will take on:

Ensure Service Partner inquiries are handled accurately and confidently through each engagement
Assist with inquiries relating to requirements of certification
Partner with LDMs to coordinate the start of session arrangements, Google docs, rosters, welcome communications, timetables, and other necessary tasks.Partner with LDMs to obtain necessary compliance reporting to ensure the successful certification of learners Upload of attendance reports to LMS
Assist with the finalization of classes. Act as a point of contact for the learning team to ensure an inclusive, caring, and supportive learning experience.
Assist with adequate documentation of procedures within the learning department.
Support for all matters relating to the learning activities, inquiries of completions, escalations pertaining to the learning environment access, assessments, and course records
Partner with learning teams to resolve learner inquiries via the ticketing process effectively.
Security-related updates, i.e., background, affidavit, and drug completion confirmation.
Vendor integration issues
Reporting outage issues
Pulling reporting for on-demand requests.
Support instructor requests for class time changes, tech escalations, drop research, etc.
Perform other duties as assigned

Our new team member will need:

Excellent communications skills (written and oral) to drive recommendations, articulate tradeoffs, and communicate plans internally
Experience with business process improvement and root cause analysis
Positive, people-oriented, and energetic attitude
Advanced Excel and Google Workspace knowledge
Strong Microsoft skills
Highly organized and pays excellent attention to details.

When innovative, intelligent, creative, and passionate people get together, the results are astounding, and the opportunities limitless! Achieve your potential at Arise.