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Training Ops

hace 2 semanas

Buenos Aires, Argentina Salesforce A tiempo completo

**Job Category**:Operations

**Job Details**:The MuleSoft Training and Certification team are focused on building the MuleSoft skills ecosystem through providing learning and enablement to our customers, partners, and employees. As an Operations Specialist, you will play a critical role as the first point of contact to our stakeholders and help ensure our customer’s success using your troubleshooting and problem solving skills to accurately and efficiently address their queries.

You will become a go-to expert on our systems and processes and work closely with other internal and cross-functional teams to improve processes and efficiencies, and ultimately provide our customers (both internal and external) with a superior experience in their learning journey with MuleSoft.

Reporting into the Global Operations Manager, key functions of your role will be:

- Solving customer support cases and finding solutions for our users
- Creating training events within our Learning Management system, and working with the regional teams on any changes and updates required
- Supporting users to register and schedule training and certifications through our website
- Provisioning any training purchased through order forms to customer accounts within the Learning Management System
- Employing a best practice and continuous improvement approach to develop and enhance the services within the company
- Ensuring all our data is accurately recorded and working with the data team to ensure that our business is represented accurately
- We are looking for a highly motivated individual to roll up their sleeves and perform the operational aspects of running our business, is meticulous in their work, and has the attention to detail to make big contributions in these areas.

**What you’ll achieve**:1 month:

- Become familiar with our Training & Certification offerings
- Begin your journey toward expertise on the various MuleSoft Training systems and processes
- Work with customers to address and solution their issues

3 months:

- Complete Salesforce and MuleSoft onboarding programs
- Develop proficiency in the all the Training systems and processes
- Setup and manage events on the public schedule within our Learning Management System
- Provision any training purchased within the Learning Management System

12 months:

- Solve customer support issues and work cases in our support ticketing system
- Build your network within the global training team and across the MuleSoft Organization
- Design ways to improve operational efficiency across several different processes
- Build and update documentation of all operational processes
- Support regional teams with the roll out of event campaigns
- Perform User Acceptance Testing on bug fixes and system enhancements
- Escalate LMS system issues and bugs for fix

**What you’ll need to be successful**:

- A high attention to detail and a passion for process-driven systems
- Strong organizational skills, and ability to keep on top of multiple tasks in parallel
- Customer-centric approach and service-oriented focus
- Be an excellent communicator that speaks and writes with clarity, brevity, and purpose
- Language fluency — strong English required
- Dedicated team player with the ability to successfully collaborate with geographically distributed teams
- Independent self-starter attitude with proven time-management and prioritization skills in a dynamic environment

**What would also be useful to have**:

- Knowledge of administering systems such as websites, Learning Management Systems, and web conference tools
- Familiarity with ticketing systems such as Zendesk
- Strong Excel/spreadsheet skills
- Experience in a customer service environment

**What we offer**:

- Competitive compensation
- OSDE 410 for the family group
- Wellness and Education Reimbursement
- Unlimited PTO
- Parental Leave
- Childcare subsidies
- And more

**Accommodations

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