Ilm Customer Support Representative

6 months ago

Edmonton, Canada NAIT Full time

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**:

- **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.).
- ** 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 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.

**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)

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