Troy, Michigan

Raytheon Professional Services is looking for a full-time Learning Administration Associate for our Contact Center in Troy, Michigan to provide administrative services for our global clients. The person fulfilling this position will be trained to perform various tasks within a Learning Management System (LMS), will interface directly with our customers to troubleshoot issues via the telephone or email, will analyze and assist in root cause analysis of trouble tickets and program issues, and take appropriate action to ensure customer satisfaction.

Responsibilities include but are not limited to:
  • Receive, analyze and update requests using a request management system
  • Process and complete all assigned requests for LMS support services (examples: add a course, change a class, process a roster) to expected levels of quality
  • Interact with customers to understand/clarify requests and resolve issues when required
  • Respond to general inquiries from customers via phone, email, chat
  • Prioritize workload to meet SLAs and request due dates
  • Arrange and schedule training rooms, instructors, catering, print reproduction, preparation and/or ordering of other materials, and required equipment
  • Support moderation of classes delivered virtually, includes introductions, transitions, announcement, running content, polls and other interactive tools
  • Provide facilitation support during live and remotely delivered classes (i.e. assist with class exercises/interactions, run virtual meetings for remote attendees).
  • Provide one-on-one or small group training and systems troubleshooting as required for more complex programs involving extensive pre-work or equipment setup
  • Assist with internal administrative tasks to support the program
  • Attend and participate in internal and customer meetings as required
  • Maintain customer satisfaction score of 90% or above
  • Provide proactive continuous improvement suggestions to existing processes
  • All other duties as assigned
This position pays between $15.00 - $20.00 per hour depending on experience and skill set.

Required Skills:
  • Minimum one (1) year experience working in a database system such as a request management system or other data entry application, plus
  • Minimum of one (1) year experience in a customer service role
  • Excellent customer service skills
  • Excellent written and verbal skills
  • Excellent organization and attention to detail skills
  • Problem solving skills
  • Ability to work individually and as part of a small team
  • Flexibility to work occasional overtime and weekends
  • Basic knowledge of Microsoft Excel

Desired Skills:
  • Previous experience working in a LMS, preferably, SuccessFactors and/or Workday

Required Education:
  • Minimum high school diploma or equivalent, associate___s degree preferred

Important to Note:
  • This position requires the successful candidate to report to the Troy, Michigan office on a daily basis; relocation assistance is not available for this position.
  • This position requires either a U.S. Person or a Non-U.S. Person who is eligible to obtain any required Export Authorization.
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Raytheon is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

Troy, Michigan

Raytheon: Aspiring to be the most admired defense and aerospace systems company through our world-class people, innovation and technology

Raytheon Company is a technology and innovation leader specializing in defense, security and civil markets throughout the world. With a history of innovation spanning 91 years, Raytheon provides state-of-the-art electronics, mission systems integration and other capabilities in the areas of sensing; effects; and command, control, communications and intelligence systems; as well as a broad range of mission support services.

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