User Support Specialist Video on Demand
Provide support to users of our Video on Demand, Insights, and myACI platforms via chat, email, and phone. You'll also manage support tools, like Intercom, ensuring smooth user communication
We usually respond within a week
Join the ACI Learning Adventure!
Job Summary:
Provide support to users of our Video on Demand, Insights, and myACI product platforms through chat, email, and phone support. Maintain and administer primary support tools used for user communication to our internal teams. Currently that tool is Intercom. Administer and maintain current support tools.
Key Responsibilities:
- User Support
- Prompt and courteous customer service.
- Provide the best solution for the user's situation.
- Actively maintain current and future KPI's related to customer support.
- Troubleshooting bugs, errors or reported issues.
- Testing beta versions of apps/features and UI/UX updates/releases.
- Collaborate with different support specialists to cross train and provide seamless transitions from member to member.
- Provide prompt escalation of conversations to non-support teams, setting expectations with user.
- Possible weekend support during major product release or very specific situations.
- Support Application Management
- Maintain user database of active users in support tool.
- Keep up to date with current releases and new features. Always looking for ways to support the team.
- Maintain articles used by users as well as internal teams.
- Maintain automated bots used to provide our users a self-service option for support.
- Participate in beta programs for new product releases to ensure support tools are operable and build articles and bots to accommodate the new platform.
- Other Duties and Responsibilities
- Escalation point of contact for other teams to ensure proper handling of users.
- Assist in developing processes and procedures to support entire team and ultimately the users.
- Maintain projects and document projects involving multiple departments, platform changes, long term goals.
What’ll You Need (Requirements)
- Bachelor's Degree in a related field
- Experience related to the position's responsibilities may substitute for the degree requirement on a year-for-year basis.
- 6+ months of experience in a customer service role
- Experience with support tools – online messaging platforms, e-mail client, business phone etiquette
- Able to work in rapidly evolving environment
- Customer first attitude
What We'd Like You To Have:
- Industry standard certifications ( CompTIA A+, Net+, ETC )
Skills Required:
- Customer service
- Microsoft Office
- Monday.com
- Jira
- Intercom
- Typing
- Phone etiquette
Why ACI Learning is Your Next Big Move
Comprehensive medical, dental, and vision coverage — starting the 1st of the month after your hire date.
Four weeks of paid parental or medical leave, so you can focus on what matters most.
We are committed to the values of diversity, equity, and inclusion, and strive to ensure that it is interwoven into the fabric of our organization. We support and nourish an inclusive and welcoming environment for employees from diverse backgrounds.
At ACI Learning, we offer a competitive, experience-driven salary range that aligns with your qualifications and contributions. To that end, the posted salary range reflects our most reasonable assumption of pay for this position at the time of posting
- Department
- Support - TA
- Locations
- Remote - USA
- Remote status
- Fully Remote
- Hourly salary
- $18 - $20
- Employment type
- Full-time
- FLSA Status
- Non-Exempt
Remote - USA
Culture and Values
At ACI Learning, we train leaders in Cybersecurity, Audit, and Information Technology. We believe that training is not a transaction, but an ongoing essential of life-long learning and career growth. Our name may seem new, but we've been at it for over 40 years.
Authentic — We Keep It Real.
We are respectful and transparent in the way we treat everyone. We say what we mean and bring our unique personalities into everything we do.
Accountable — We Take Ownership
We accept responsibility for our decisions and actions. We learn from our mistakes and improve. We are reliable and follow through. We act like business owners.
Dedicated — We Put the Customer First
We provide above-and-beyond service and support to our clients. We continually strive to uphold and improve our reputation for excellence.
Innovative — We Challenge the Status Quo... and Ourselves
We pride ourselves in finding creative solutions to challenges. We trust our instincts and express our opinions openly.
About ACI Learning
At ACI Learning, we believe that anything worth doing is worth leading the way—with innovation, exceptional experiences, and impactful results.
We provide a full ecosystem of learning and development solutions that empower people and businesses to lead with confidence, learn with purpose, and achieve outcomes that matter.
User Support Specialist Video on Demand
Provide support to users of our Video on Demand, Insights, and myACI platforms via chat, email, and phone. You'll also manage support tools, like Intercom, ensuring smooth user communication
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