- Provide support to internal and external customers on all aspects of LRN’s proprietary applications (functions include: campaign set up, system generated e-mails, system reporting, user data management, and customization)
- Using defined systems and processes, keep both internal and external stakeholders updated as to the status of call tickets, requests, projects, issues, and changes.
- Update necessary tracking and reporting systems to ensure that group statistics can be tracked, managed and measured.
- Manage expectations of internal and external customers, ensuring capabilities are not exceeded to the detriment of the customer.
- Escalate issues related to capabilities where appropriate.
- Serve as an internal advocate for field personnel, as well as external customers.
Prioritize requests based on need and impact. Work with internal stakeholders to address priorities.
- Prepare and present (in written and verbal forms) product information that will assist customers with the capabilities of LRN's systems.
- Maintain quality levels for all work related to customers’ requests.
- Ensure there is an ongoing dialog between LRN and each customer with whom the Partner Assistance Center team member is working.
- Collaborate with peers to discuss unique solutions and to document them.