Senior E-Learning Technical Support Engineer

Job Summary

Traliant, an innovator in award-winning online HR compliance training, is looking for a Senior Technical Support Engineer to provide enterprise-level assistance to our customers. As part of our Client Services Organization, you will diagnose and troubleshoot e-learning courses and help our staff resolve customer issues.

In this critical role, you will resolve course-related issues, investigate environment impact on problems that arise, work to determine and resolve root causes of errors, problems and issues that arise. You will also work closely with our development and LMS teams to determine appropriate testing processes and to establish the most effective configurations for our products.

You will work with a broad array of household-name organizations including the U.S. Congress, Hilton Hotels, Dominos, and over 1,000 more.

Key Responsibilities

  • Understand product capabilities and solutions and maintain knowledge of company and product information by working closely with internal Traliant teams.
  • Work with new customers to customize and configure courses and manage rollout using Traliant’s Learning Management System (LMS) and other third-party industry standard LMS.
  • Leverage resources including people, technology, research and data to maximize performance.
  • Communication –Create and sustain ongoing forums that encourage two-way communication opportunities; demonstrate and promote positive prospect, client, and work relationships; proactively address and manage conflict and disputes; work to achieve constructive resolution.
  • Oral Communication – Speak clearly and persuasively in positive or negative situations; listen and get clarification; Respond thoughtfully to questions; Demonstrate group presentation skills; Participate in meetings.
  • Written Communication – Write clearly and informatively; Edit work for spelling and grammar; Vary writing style to meet needs; Present numerical data effectively; Be able to read and interpret written information.
  • Problem Solving – Identify and resolve problems in a timely manner; Gather and analyze information skillfully; Develop alternative solutions; Work well in group problem solving situations; Use reason even when dealing with emotional topics.
  • Character – Demonstrate unquestionable integrity in every aspect of work and dealing with others; Consistently model desired behaviors and values established by the company; Respect diversity of perspective in discussions and demonstrate an inclusive style
  • Collaboration – Effectively build and maintain partnerships with clients, prospects and people at all levels across the company. Contribute to team and company success. Maintain flexibility and react to change appropriately. Communicate and share information with candor that builds trust and enhances relationships.
  • Promote and support continuous improvement focused on quality, workflow processes and efficiencies.

Required Skills and Experience

  • 3 to 5 years of experience in E-learning products, Learning Management Systems (LMS), Articulate Storyline, trouble shooting, problem resolution and collaboration with both internal and external personnel
  • Demonstrated ability to evaluate and balance project and personal workloads through effective time management, prioritization, and organizational skills
  • Bachelor’s Degree in in a relevant field, like Computer Science, IT or Software Engineering

Technical Skills/Competencies

  • JavaScript and which commands are (unofficially) supported by Articulate
  • Optimizing Storyline files to assure browser compatibility and stability
  • Understanding Storyline memory usage and steering course development to minimize both bandwidth and end user system resources
  • SCORM output *.JS files and how their content effects performance
  • SCORM Suspend Data and Resume Behavior
  • SCORM v. xAPI
    • Comparative benefits and experience implementing
  • SCORM v. AICC
    • Comparative benefits and experience implementing
  • Implementing Multi-SCO objects in Moodle LMS
  • Extensive experience administering and troubleshooting industry-standard learning management systems such as Cornerstone, SuccessFactors, Litmos, Docebo, Absorb.

Location

Remote

About Traliant

Traliant is a venture-backed compliance training company that develops broadcast-quality, highly-customizable training for HR professionals. Our primary courses, Preventing Discrimination and Harassment, which helps organizations comply with federal and state anti-discrimination laws, and Code of Conduct, are uniquely tailored to each client’s specific requirements.

Contact

careers@traliant.com