Learning Resources Support Specialist

Salt Lake City, UT
May 10, 2018
Institution Type
Four-Year Institution
Learning Resources Support Specialist

***This position is only open to internal applicants***

The Learning Resources Support Specialist evaluates and troubleshoots incoming issues with learning resources for new and existing courses. The individual’s primary functions are providing front-end student support for learning resource access and collaboration with the Learning Resource Specialists from the various college teams and external resource partners, to ensure resources are functioning properly and effectively. This position also identifies and communicates trends found in the learning resources to the Learning Resource Operations and Support Supervisor and other leadership as needed. He or she maintains current and relevant knowledge in their respective content areas and takes a proactive approach to learning new technology that could improve the student experience and learning.

Job Responsibilities

  • Provides support to students (our customers) who are having technical or navigational issues accessing learning resources by maintaining an escalation path for our Service Desk agents
  • Ensures learning resources are properly set up, delivered, and maintained
  • Assists Learning Resource Support and Operations Supervisor in conducting regular and ongoing evaluations of existing learning resource issues to ensure that quality standards are maintained
  • Alerts college teams and course leadership when learning resource trends are identified
  • Cultivates and manages 100+ learning resource provider partnerships
  • Develops and maintains collaborative relationships with appropriate internal and external entities, such as learning resource partners, Academic Programs staff, and Course Instructors, to promote a positive student experience through our courses and learning resources
  • Maintains learning resource databases
  • Collaborates with Learning Resource Maintenance staff to resolve larger resource issues uncovered through support encounters
  • Collaborates with Course Maintenance Team and Instructional Designers to maintain learning resource information within courses
  • Stays current and knowledgeable about the student experience to identify potential dissonance that may be caused by learning resources and their ability to sync with WGU systems and processes
  • Performs tasks and supports projects assigned by the Learning Resource Operations Supervisor

  • Administrative and clerical skills
  • Strong oral and written communication skills
  • Excellent customer service etiquette
  • Ability to troubleshoot navigational and technology issues on a variety of operating systems, browsers, networks, and devices by telephone and electronic communique
  • Adept with technology and computers, specifically with programs such as Microsoft Word, Excel and PowerPoint, and Google docs
  • Ability to prioritize tasks and assess risks and trends via critical thinking and organization skills
  • Superior time management skills, and the ability to work collaboratively or independently

  • Bachelor’s degree
  • Master’s degree preferred
  • 2 years of experience in customer service related field
  • 2 years of experience in an education environment such as learning resource analysis/development and/or instructional design/development preferred

Salt Lake City, Utah, United States



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