Program Support and Technical Specialist

2 weeks ago

Greater Toronto Area, Canada Dignity Health Global Education Full time

**Overview**

Dignity Health Global Education (DHGE) is a workforce development platform that enables healthcare systems and organizations to upskill and retain top talents. Dedicated to providing the best client experience, we develop custom online and hybrid programs and workforce development solutions that improves and positively impacts talent retention as much as patient health and quality of care.

**Role Summary**

Dignity Health Global Education (DHGE) is looking for a Program Support and Technical Specialist to join our team. This is a great opportunity to work with prestigious schools to deliver world-class online learning and residency experiences for the U.S. and international healthcare markets.

The Program Support and Technical Specialist plays a critical role in ensuring all users are supported throughout the entire lifecycle. Customer satisfaction is a top priority and is achieved by continuous uptime and availability of our systems, quick and thorough resolution of user issues, and an overall above-and-beyond style approach to dealing with our customers.

The Program Support and Technical Specialist has great communication skills, demonstrates a willingness to do whatever it takes to solve a problem, and ultimately represents DHGE in a positive, professional, and helpful manner-always finding ways to wow our customers.

**Key Responsibilities**
- Import and manage user information in LMS, Salesforce, and Impact Dashboard using efficient and scalable data loading techniques
- Monitor and respond to Support Inbox requests
- Deploy and monitor surveys and reports
- Troubleshoot and resolve issues within learning and admin platforms, including HTML and SQL edits as needed
- Conduct user training sessions on technical aspects as needed
- Create user documentation for self-help knowledgebase
- Conduct quality assurance checks on newly published courses
- Support other departments, including B2B, product, and marketing teams
- Manage data and technical projects as assigned
- Maintain project status and provide regular updates in project management tool
- Foster user engagement post-course launch
- Keep supervisor informed of any issues related to the smooth functioning of the program
- Monitor the awarding of certificates/badges
- Perform other duties as assigned

**Requirements**:
Education and Experience:

- Bachelor's degree in Computer Science, Information Technology, or a related field preferred
- Minimum 3 years of experience in a technical support or data analyst role
- Minimum 2 years of experience working with learning management systems
- Experience with Salesforce, Explorance Blue, and SQL databases is strongly preferred
- Knowledge of data loading and SQL is essential
- Proficient in Microsoft Office and Google Suite

Skills and Abilities:

- Strong attention to detail
- Excellent verbal and written communication skills
- Ability to multitask and prioritize effectively
- Exceptional customer service skills
- Strong problem-solving abilities
- Eagerness to learn new technologies and adapt to change
- Solid organizational skills and ability to work independently
- Availability to work evenings and some weekends, as required
- Dignity Health Global Education is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation during any stage of the recruitment process, please let us know._

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