Philips LMS Support Administrator in Pune, India
In this role, you have the opportunity to
Support a centralized, customer-focused, and results-oriented learners support system in a global health technology environment by managing global learners support needs for Philips Enterprise Quality Management System (QMS) in the company’s Learning Management System (TEDS)
You are responsible for
Identify, troubleshoot, and resolves all Philips Learners support needs within the Learning Management System (LMS) via but not limited to email, phone, chat, and ticketing system.
Provide global Tier 1 support for learners and managers.
Help established an effective online self-service portal for Philips Enterprise QMS to include FAQ’s, knowledge base articles, and “how-to-videos”.
Create, manage, and resolve learners support request within the ServiceNow ticketing system
Analyze, track, and document issues within the Learning Management System (LMS)
Collaborate across the various teams within the Global Quality Compliance Learning to include global administration & documentation, reporting, digital learning, and global training to identify trends and continuous improvement opportunities.
You are a part of
The Global Quality and Regulatory department and will help improve the consistency and quality of Philips practices and products by championing centralization of training support solutions.
To succeed in this role, you should have the following skills and experience
Minimum 4 years of relevant customer support, customer service, or troubleshooting experience.
Bachelor’s degree in business management, communications or similar would be preferred
Strong communication and interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner
Knowledge of Learning Management Systems (TEDs) is highly preferred
Knowledge of ServiceNow is desirable
Experience writing knowledgebase articles (KBA’s) or FAQ’s is preferred
Ability to use good judgment to resolve a wide range of support issues in creative and effective ways.
Self-starter, take initiative, and great follow-up skills.
Experience in environments heavily regulated by the FDA or other government entities.Flexibility in work schedule to accommodate meetings and colleagues across multiple time zones.