Digital Enablement Coordinator - Portsmouth, United Kingdom - BTS

BTS Portsmouth, United Kingdom

1 day ago

Description

Responsibilities

Support consultants in the delivery of digital sessions, either virtually or face-to-face, by managing the technology/platforms used during the workshops. This will involve, but not be limited to: Acting as Digital Operator and manage the conference platform – Zoom, MS Teams, WebEx, etc – managing breakout rooms, polls, first point of contact for participants and facilitators in the event of technical issues Managing face-to-face workshop logistics such as IT equipment – ordering iPads, server clarification, potential integration to AV systems. Preparing and testing any tech needed for sessions. Supporting the ramp up/training of Operators across the different platforms for the European region Contributing to the maintenance and improvement of the Operator library and delivery collateral for the team Co-managing local servers – ensuring they are updated, maintained, tested, etc

Digital Helpdesk. Responding to participant queries (tickets) across our digital systems. Owning the communication around, and resolution of participant queries end to end. Ensuring we are meeting expected client SLAs for first response and resolution. Generating collated FAQs and best practice as a result of exposure to common queries and issues Escalating and managing the resolution of technical bugs Building and maintaining relationships with our wider digital infrastructure to share information about quality issues or improvements with a view to continuous improvement. Using those relationships to ensure that you are well embedded and able to get answers and follow up on behalf of others.

Digital Support for internal teams. Supporting your BTS colleagues with well thought out information and resources relating to using our digital products. Assisting with user management and platform / product access as needed Being a key player in ensuring the Helpdesk team is a "one stop shop" for colleagues with any kind of digital query.

Journey Success Management. You will be trained on our platforms in order to support teams with Uploading and launching new programmes via our in-house digital systems User and access management on our digital learning journeys. Monitoring and promoting participant engagement. Data reporting for our consultants and clients from our platforms Updating online programs Pre-pilot, and Post- release testing

Who we are looking for:

An individual with customer service experience looking for their first role in Digital projects and deployment

Able to demonstrate excellent customer service at all times

Independent, a quick learner and comfortable taking on responsibility and testing new solutions and systems

Digitally savvy, un-phased by learning new systems and keeping up with a fast pace of incremental improvements and releases

Organised, analytical and capable of working on multiple projects simultaneously, with exceptional attention to detail

Highly pro-active; always a step ahead and on top of tasks at hand whilst keeping an eye on the long-term goals of a project

Logical, methodical and process-oriented, and able to describe processes in an step by step, accessible way to others

Strong communication, able to relay instructions and decisions clearly both verbally and in writing

A flexible attitude, un-phased by unexpected change and ambiguity

Experience in using Microsoft Office Suite is required (Outlook, Excel, Word & PowerPoint.)

Experience using virtual meeting platforms (such as Zoom or Microsoft Teams)

A professional individual with a good sense of fun

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