What are the responsibilities and job description for the Rollins Member Support & LMS Specialist position at Atlanta Speech School?
LMS Specialist- Member Support
The Rollins Center for Language & Literacy at the Atlanta Speech SchoolThe Rollins Center for Language & Literacy is a professional development center founded in 2004 at the Atlanta Speech School, with the singular purpose of breaking the cycle of illiteracy for children who have been denied access to educational opportunity. Rollins does this by extending the science-based instruction received by each child at the Atlanta Speech School to every child through facilitation and coaching in regional schools and, globally, through the free online Cox Campus.
Cox Campus (www.coxcampus.org) democratizes the sciences of healthy brain development, language and literacy – making accredited professional coursework, content and community free to all. We are committed to literacy and justice for all. We do this through an equity-based learning platform where together we build the expertise and agency needed so that every adult can play a role in helping each child find their voice and live boldly to reshape the world.
Member Support and LMS Specialist: The Member Support and LMS Specialist is responsible for developing, implementing, delivering, and maintaining support resources for instructional functions on Cox Campus – an equity-based online learning platform. This role provides end-user support during and after the implementation process for both external partners and internal team members, serving as the expert on the LMS’s end-user functionality. Additional responsibilities include improving the user experience on the LMS in collaboration with the Cox Campus Technical Operations team and development partners, including user navigation and the accessibility of digital content for platform end users.
Essential Job Duties
LMS & Helpdesk Management:
The Rollins Center for Language & Literacy at the Atlanta Speech SchoolThe Rollins Center for Language & Literacy is a professional development center founded in 2004 at the Atlanta Speech School, with the singular purpose of breaking the cycle of illiteracy for children who have been denied access to educational opportunity. Rollins does this by extending the science-based instruction received by each child at the Atlanta Speech School to every child through facilitation and coaching in regional schools and, globally, through the free online Cox Campus.
Cox Campus (www.coxcampus.org) democratizes the sciences of healthy brain development, language and literacy – making accredited professional coursework, content and community free to all. We are committed to literacy and justice for all. We do this through an equity-based learning platform where together we build the expertise and agency needed so that every adult can play a role in helping each child find their voice and live boldly to reshape the world.
Member Support and LMS Specialist: The Member Support and LMS Specialist is responsible for developing, implementing, delivering, and maintaining support resources for instructional functions on Cox Campus – an equity-based online learning platform. This role provides end-user support during and after the implementation process for both external partners and internal team members, serving as the expert on the LMS’s end-user functionality. Additional responsibilities include improving the user experience on the LMS in collaboration with the Cox Campus Technical Operations team and development partners, including user navigation and the accessibility of digital content for platform end users.
Essential Job Duties
LMS & Helpdesk Management:
- Will serve as an expert on the Cox Campus platform’s functionality
- Responsible for responding promptly and professionally to member support tickets within Zendesk.
- Responsible for onboarding Rollins staff, end-users, and partnerships to Cox Campus support tools and resources.
- Provides implementation support to internal and external users of Cox Campus
- Provides insights into user pain points and provides customer support using Zendesk
- Track and monitor recurring issues to identify trends and provide solutions.
- Ensures optimal user experience is maintained by sharing input in accordance with user experience best practice (UI and user navigation experience)
- Collaborate with teams to ensure member support documents meet the accessibility and brand requirements.
- Collaborate with the internal team to streamline support processes and improve the member experience.
- Participates in internal and external usability studies in collaboration with stakeholders, Internal Staff, and online members of LMS to improve the user experience
- Tracks user experiences and assists with identifying user pain points around interaction/navigation on Cox Campus
- Leverage data of user experiences into insights to recommend improvements
- Analyze member feedback and support interactions to recommend improvements in resources and processes.