LMS Operations Administrator

Company: Burgio, Cooney, and Associates (BCA) is a multi-media training company specializing in the heavy-equipment industry. BCA provides quality customized training products, marketing support, and merchandising assistance to our customers. We also have a proprietary Learning Management System that is specifically designed to meet our clients’ unique needs.

• Strong all-in compensation package, including a generous base salary and yearly discretionary bonus
• Fully covered medical, dental, vision, and long-term disability for employee
• Life insurance coverage at no cost to employee; 401k with employer match and discretionary profit sharing
• Job related professional development assistance
• Strong emphasis on work/life balance

Responsibilities:

• Act as the primary point of contact for client and participant questions related to reporting and the Learning Management System
• Respond to inquiries via email, phone, and live support in a timely and professional manner
• Troubleshoot LMS issues, including user access, course enrollment, reporting, and system navigation
• Manage LMS administrative tasks, such as user set up, course uploads, permissions, etc.
• Monitor support requests to ensure issues are tracked, prioritized, and resolved in a timely manner
• Collaborate with internal teams to escalate and resolve complex issues
• Coordinate with department heads to achieve client and organizational goals
• Document common issues, solutions, and workflows to improve internal processes and client self-service resources; identify recurring client challenges and proactively suggest process or system improvements
• Conduct LMS configuration, testing, and quality checks for new rollouts, ensuing a smooth participant and client experience
• Interpret and apply training rules, prerequisites, equivalencies, and policy updates across the LMS, ensuring system logic aligns with documented requirements

Requirements/Qualifications:

• 2+ years of customer service, client support, and operations experience, specifically in supporting a Learning Management System
• Strong troubleshooting and problem-solving skills with the ability to explain technical concepts to non-technical users
• Excellent written and verbal communication skills with a customer-first mindset
• Experience working with ticketing systems, prior experience with Zendesk/Zopim is a plus
• Highly detail-oriented with the ability to manage multiple requests and priorities simultaneously
• Self-starter who can work independently while collaborating with a remote and cross-functional team
• Strong technical aptitude (uploads, reports, permissions, system settings, etc.)
• Familiarity with reporting and analytics within an LMS
• Experience documenting SOPs or training materials
• Degree preferred, Associates or above, or equivalent years of experience