ILM Customer Support Representative

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ILM Customer Support Representative
Job ID #2014
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Job Information

Positions Available

1

Closing Date

12 Apr 2024

Type

Permanent Full-Time

Location

Edmonton AB

Remote Option

None

Department

Individual Learning Modules (ILM) Office

School

Corporate & Continuing Education

Campus

Main Campus

Detailed Job Description

In order to ensure your application is received by NAIT for thorough review and consideration, please apply directly through our Careers site at  www.nait.ca/careers

 

The Individual Learning Modules Office is responsible for the creation, maintenance, and distribution of all Individual Learning Modules (ILMs). ILMs are standardized learning resources for instructors and students in apprenticeship, trades, and technical training courses. Based on the Alberta apprenticeship course outline, published modules provide apprentices with current, standardized learning materials that meet or exceed Alberta industry standards. The ILM office, both a learning resource development and publishing team, manages ILM content development, product creation, publishing, and product distribution.

The ILM Customer Support Representative provides service and support to ILM customers and also performs a variety of administrative tasks that support the ILM office operations & processes. This role reports to, and provides direct support to, the Program Success Lead, as well as other key roles and functions within the ILM office.

 

Key Responsibilities:

• Customer Support: Monitor ILM general email account and respond to inquiries, review and fulfill requests promptly. Direct customers to solutions and provide alternate contacts and/or re-direct inquiries as needed. When necessary, escalate complex and/or sensitive issues to Program Success lead. In collaboration with the Program Success Lead, prepare and send out general communications and updates to contacts and stakeholders.
•  ILM Website Updates and Technical Support: Maintain and update content on ILM website using website management system and respond to website errors and issues and provide Tier 1 troubleshooting and support. Escalate complex errors and issues to both web host/website vendor for resolution and act as liaison between web team and clients during resolution process. Obtain back-end website reports and data from Kentico system, as requested (e.g. monthly order summary, order summary by customer, etc.).
• General Administration: Maintain and update files and information on various ILM operational and customer-facing sites including digital ILM vendor platforms, ILM file sharing sites and other project tracking sites (e.g. Monday.com). Attend and provide meeting minute and note-taking support at various ILM meetings. Provide administrative and communications support during annual publishing cycle. Schedule, attend, and support remote/online meetings as needed. Other duties as required.
• Contract Administration and Support: Prepare contract request forms and submit to HR for processing, verify all contract request details are correct, & all approvals are obtained. Maintain all contract paperwork and contract status information, providing reports as needed. Provide support and troubleshooting for contract issues.
• ILM Sales Tracking and Invoicing: Receive, reconcile, store and track all monthly ILM maintenance fee reports. Prepare Request for Invoice paperwork for manager approval and obtain monthly reporting and prepare invoices for digital ILM sales. Follow-up with partners and clients on missing reports and payments.
• Financial Tracking and Reporting: Track, code and submit project and business invoices and expenses. Support expense tracking and reporting against budget. Track and generate monthly reports on ILM sales. This role is also responsible for the Departmental Procurement Card’s use and reconciliation.

 

Skills & Abilities:

• Extensive knowledge of MS Office programs
• Working knowledge of online team collaboration platforms (e.g. Monday.com), and cloud filesharing platforms
• Working knowledge of financial coding and PeopleSoft Finance (e.g. financial reconciliation for procurement card purchases)
• Excellent data entry, written, and verbal communication skills
• Excellent problem solving and customer service/engagement skills
• Excellent collaboration and teamwork
• Familiarity with invoicing procedures
• Positive attitude and sense of fun

 

Qualifications:

• High school diploma; post-secondary education preferred but not required
• 3-5 years customer service experience
• Project coordination experience an asset
• Experience in administration or project management an asset

 

Remuneration: $48,257.04 - $62,451.48 annually, plus a comprehensive benefits package. (Classification – Administrative Support V).                           

This position is covered by the Alberta Union of Provincial Employees (AUPE) Collective Agreement.

Please submit a resume and cover letter to be considered for this opportunity.

 

About NAIT

At NAIT, people matter.

We’re proud to have been named one of Alberta’s Top Employers  for 13 consecutive years. Developing an engaging, supportive, and rewarding work culture is something we take seriously. We know that people are our biggest asset – they are what makes NAIT a great place to work.   

At NAIT, you are part of a community that makes a difference in the lives of students, staff and industry clients and partners. The NAIT culture reflects our shared values of respect, collaboration, celebration, creativity, and accountability. We are committed to equity, diversity and inclusion  and are a proud partner of the Canadian Centre for Diversity and Inclusion  and Pride at Work Canada.  NAIT is committed to advancing equity and cultivating inclusion throughout the hiring process. We especially encourage applications from Aboriginal and Indigenous people, Black and racialized people, gender and sexually diverse (2SLGBTQIA+ and women) people, immigrants, and people with disabilities.

 

What we offer

We’ve created a benefits package that focuses on health and wellness, professional and personal growth, recognition, and work-life balance.

NAIT is a flexible workplace and depending on the nature of your role, you may request flexible work arrangements with respect to where and when you work, including being on-campus full-time, working off-site, or a combination of the two. 

Employees also have access to excellent vacation time, paid time off between Christmas and New Year's, a strong recognition program, learning opportunities, 2 annual all-staff professional development days and so much more. 

 

Additional requirements

Applicants with education credentials earned outside of Canada who have not had them previously assessed should have their credentials evaluated by World Education Services or the International Qualifications Assessment Service  (IQAS)

www.alberta.ca/iqas-contact.aspx.

 

Accommodations

NAIT is an inclusive employer and strives to hire a diverse workforce. If you are contacted by us regarding a job opportunity, please don’t hesitate to contact us if you require any accommodation during the selection process. Please contact us via email at [email protected].

 

We thank you for your application, however, only those selected for an interview will be contacted.

#LI-SH1 #LI-Remote

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