User Support Specialist Video on Demand

at  ACI Learning

JOIN THE ACI LEARNING ADVENTURE!

Our Mission: Welcome to a new era of learning, where individuals and organizations come to transform goals into measurable success. At ACI Learning, we believe that anything worth doing is worth leading the way—with innovation, exceptional experiences, and impactful results.
We provide a full ecosystem of learning and development solutions that empower people and businesses to lead with confidence, learn with purpose, and achieve outcomes that matter. Join us, and together, we’ll shape the future of skill-building and professional growth.
The ACI Team: Imagine collaborating with over 200 of the brightest minds who are passionate, grounded, and dedicated to shaping the future of eLearning. Together, we’re not just a team; we’re a movement in one of the most exciting times in tech.
Purpose-Driven Culture: At ACI Learning, work isn’t just a job. It’s a passion we pour into every project, every day. We celebrate creativity, innovation, and the joy of doing what we love.
Your Opportunity: Are you ready to be part of something transformative? Dive into a world of collaboration, growth, and endless potential. Apply now and help lead the change!
ACI Learning is a leading provider of audit, cybersecurity and IT training solutions, empowering individuals and organizations worldwide to improve their technical capabilities and their cybersecurity with compelling and comprehensive training. Our leadership position extends even further to our new SaaS Learning Platform myACI that goes beyond audit, cyber and IT training to provide organizational and individual knowledge assessment, analytics and training delivery with integrated AI to understand capabilities and skill gaps for organizations.

JOB SUMMARY:

Provide support to users of our Video on Demand, Insights, and myACI product platforms through chat, email, and phone support. Maintain and administer primary support tools used for user communication to our internal teams. Currently that tool is Intercom. Administer and maintain current support tools.

Key Responsibilities:

• User Support
• Prompt and courteous customer service.
• Provide the best solution for the user’s situation.
• Actively maintain current and future KPI’s related to customer support.
• Troubleshooting bugs, errors or reported issues.
• Testing beta versions of apps/features and UI/UX updates/releases.
• Collaborate with different support specialists to cross train and provide seamless transitions from member to member.
• Provide prompt escalation of conversations to non-support teams, setting expectations with user.
• Possible weekend support during major product release or very specific situations.
• Support Application Management
• Maintain user database of active users in support tool.
• Keep up to date with current releases and new features. Always looking for ways to support the team.
• Maintain articles used by users as well as internal teams.
• Maintain automated bots used to provide our users a self-service option for support.
• Participate in beta programs for new product releases to ensure support tools are operable and build articles and bots to accommodate the new platform.
• Other Duties and Responsibilities
• Escalation point of contact for other teams to ensure proper handling of users.
• Assist in developing processes and procedures to support entire team and ultimately the users.
• Maintain projects and document projects involving multiple departments, platform changes, long term goals.

What’ll You Need (Requirements)

• Bachelor’s Degree in a related field
• Experience related to the position’s responsibilities may substitute for the degree requirement on a year-for-year basis.
• 6+ months of experience in a customer service role
• Experience with support tools – online messaging platforms, e-mail client, business phone etiquette
• Able to work in rapidly evolving environment
• Customer first attitude

SKILLS REQUIRED:

• Customer service
• Microsoft Office
• Monday.com
• Jira
• Intercom
• Typing
• Phone etiquette

• User Support
• Prompt and courteous customer service.
• Provide the best solution for the user’s situation.
• Actively maintain current and future KPI’s related to customer support.
• Troubleshooting bugs, errors or reported issues.
• Testing beta versions of apps/features and UI/UX updates/releases.
• Collaborate with different support specialists to cross train and provide seamless transitions from member to member.
• Provide prompt escalation of conversations to non-support teams, setting expectations with user.
• Possible weekend support during major product release or very specific situations.
• Support Application Management
• Maintain user database of active users in support tool.
• Keep up to date with current releases and new features. Always looking for ways to support the team.
• Maintain articles used by users as well as internal teams.
• Maintain automated bots used to provide our users a self-service option for support.
• Participate in beta programs for new product releases to ensure support tools are operable and build articles and bots to accommodate the new platform.
• Other Duties and Responsibilities
• Escalation point of contact for other teams to ensure proper handling of users.
• Assist in developing processes and procedures to support entire team and ultimately the users.
• Maintain projects and document projects involving multiple departments, platform changes, long term goals