Reporting to: / eLearning Manager
Date: / January 2018
Purpose
To provide customer support to RYA Members, the public, RYA Recognised Training Centres and RYA qualified instructors with relation to the day-to-day access and use of RYA published digital products and online services linked to the delivery of RYA Training and Publications.
Dimensions
- 78eBook editions
- eBook apps compatible with Windows, Android, iOS, OSX and Fire OS operating systems
- 10,000 eBook purchases per year
- 12 online courses and programmes
- 15,000 eLearning student enrolments per year via Totara LMS
- 2,500 Recognised Training Centres (RTCs) in 49 countries
- 35,000 certificates registered online by RTCs
- 25,000 RYA qualified instructors registered on RYA Training Support Site
Context
The Royal Yachting Association (RYA) is a membership organisation and the national body for all forms of boating, including dinghy and yacht racing, motor and sail cruising, RIBs and sports boats, powerboat racing, windsurfing, canal and river boat cruising, and personal watercraft.
The RYA has a global training scheme which is delivered through RYA Recognised Training Centres(RTCs) in 49 countries. This training is supported and complimented by print and digital publications and courses to the public and students at RTCs.
This is a busy post requiring attention to detail, liaison with multiple functions within the RYA,and a logical, patient, customer focussedapproach.
Accountabilities:
To receive, diagnose, resolve and record support requests from customers of RYA products.
Key accountabilities:
- To ensure all direct contact for support is actioned promptly and appropriately.
- Identify trends to help inform areas for improvement of service and support material.
- Through targeted communication and development of support material, assist in developing the knowledge and skills of RTCs and RYA qualified instructors.
- Keep abreast of new technologies, systems and RYA products to enable the department to play its part in meeting the organisations overall goals.
- Assist in technical testing both to trouble shoot problems and to develop support documents.
- Assist in the creation and maintenance of web pages, both for customer support purposes and for more general information purposes.
Knowledge, Skills and Experience
The successful candidate must have a genuine interest in customer service in a digital/online environment,and have a friendly, professional and polite manner when dealing with support enquiries.
Essential
- Good communication skills, especially on the telephone and by email.
- Excellent interpersonal skills.
- Good attention to detail.
- Good record keeping.
- Ability to manage time effectively and prioritise workload.
- Ability to work both on own initiative and as part of a team.
- Flexibility and adaptability is essential.
- Proficient with the use of mainstream computer systems and technology. To include; understanding of operating systems (i.e. Windows, MacOS, iOS, Android); and familiarity / experience with the use and functionality of differing web browsers (i.e. Internet Explorer, Safari, Firefox, Chrome, Edge).
- Excellent problem solving skills, with the ability to diagnose and resolve. Examples of this may relate to issues with account log-in or software use / installation.
- Proficient user of MS Office and able to produce concise and clear help documents.
- Experience of using web-based account management and registration software.
- Experienced in the use of databases.
- Familiarity with screen capture software.
- Familiarity with Citrix GoToMeeting, TeamViewer or similar Web meeting software.
- Familiarity with book reader apps, iBooks and Google Play Books.
- Familiarity with basic web page editing techniques.
- Use of a LMS and SCORM packages.
- Use of adobe PDF Writer
- Knowledge and use of Microsoft Sharepoint.
- Experience of using a support ticketing or tracking system.
- Knowledge of design, layout and presentation of documents.
- Experience of creating clear and accessible support materials and instructions.