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Blackboard’s Global Client Support team works with clients to solve a wide variety of technological challenges. Our team works in a dynamic, fast-paced environment and interfaces directly with clients to troubleshoot and resolve issues, ensuring the success of teaching and learning at client institutions.
Our Client Support team has a proven track record of delivering high-quality technical support to our customer base. As a Client Support Specialist on our Tier 1 team, you will be responsible for providing multi-level troubleshooting and technical support to Blackboard Learn clients via phone, email, and social forums.
Specific responsibilities will include:
Documenting customer issues, reproducing and gathering details on reported problems through resolution or escalation to Tier 2
Drafting, reviewing, and publishing product bugs/fixes into the Blackboard Knowledge Base
Representing the Client Support department in various support meetings or reviews with both internal product teams as well as external clients
Providing outstanding customer service with every interaction by representing the voice of the customer, making their issue your issue until resolved
The Candidate:
Required skills/qualifications:
Any relevant experience in an enterprise-level technical support environment
Proficient with multiple operating systems environments including Windows, Red Hat, or Solaris
Solid problem-solving skills
Excellent oral and written communication skills with a focus on professional communication style in a business environment; ability to effectively convey complex ideas to both internal team members and external clients
Familiarity with front end debugging tools (inspector, console, network tool)
A general understanding of web server architecture (Linux, Apache, MySQL, and PHP)
Knowledge of web technologies (HTML, CSS, JavaScript, Java, HTTP)
Ability to analyze information, identify key trends, and follow a playbook to diagnose technical and application issues
Ability to work in a distributed team environment
Ability to prioritize and multitask daily work with frequent interruptions
Preferred skills/qualifications:
Previous use of Blackboard Learn or similar LMS
Industry certification (A+, Linux+, CCNA, etc.)
Data networking knowledge to include routers, configuration, and operation
Knowledge of CRM (Salesforce.com)
System administration skills (MCSA, RHCSA certification)
Familiarity with AWS, console, EC2, RDS
ITIL certification
Experience with supporting maintenance tasks including operating system installs and upgrades
Blackboard is looking for technically skilled candidates with the good problem-solving ability for the position of Help Desk Customer Service Advisor. The duties of this role include being a reference point for all IT-related queries at the user level, responding to user needs in a timely manner, and ensuring the optimal running of all systems, among other technical duties.
Position responsibilities:
Resolving end-user inquiries by utilizing multiple technologies including telephony, chat, and web-based inquiries
Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
Troubleshooting hardware and software issues
Completing software installations
Establishing good relationships with all departments and colleagues
Serving as the first point of contact for customers seeking technical assistance over the phones, chats, and emails
Striving for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
Managing and resolving identified client issues for assigned customer accounts
Documenting information into the web-based ticketing system
Searching and navigating the knowledge base to identify appropriate resolutions for client issues
Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
Projecting a favorable image of the company to promote its objectives and goals that enhance client relationships
Participating in internal training programs to expand knowledge and support multiple clients
Providing delightful, efficient, and accurate resolutions to customer inquiries
Completing special projects as requested by management
The Candidate:
Requirements:
You must be able to work from home in a quiet, distraction-free environment without any conflicting responsibilities during your scheduled work shift
Your designated workspace must have DSL or Cable Internet that is hardwired into a modem/router via Ethernet (Dial-up, Wireless, or Satellite interview services cannot be used)
Must have either an ISP provided modem that allows a third party VOIP or a personal modem and personal router without restrictions
Must be able to wire company hardware directly into the router which may not be more than 100 feet from the computer
Verified minimum download speed 10 Mbps and minimum upload speed 5 Mbps
Ping less than 100 MS consistently that is dedicated to the workstation
Strong computer knowledge, including the ability to accurately type at least 25 wpm
Strong interpersonal skills and a very high degree of customer service ethic.
Ability to communicate clearly, both written and orally, with faculty, students, staff, and team members
Ability to walk customers through outlined problem-solving processes, using our knowledge base system
Ability to ask questions to determine the nature of the problem
Strong multi-tasking abilities while working in a fast-paced environment
Ability to perform remote troubleshooting
Bilingual in Spanish and English
Qualifications:
High School diploma or equivalent
Must be 18 years old or over
Excellent oral and written communication skills
Previous computer experience (building, configuring, troubleshooting)
Knowledge of internet applications
Proficiency in MS Office computer applications, including Word and Excel, and willingness to learn new technology systems
Familiarity with education-related technologies
Ability to handle multiple job tasks at one time and escalate issues in a timely manner
Analytical orientation with strong attention to detail
Blackboard Student Success is hiring for remote, work-from-home opportunities with immediate availability and schedules that offer flexibility.
Blackboard is looking for a Training Facilitator to facilitate training sessions, update content as needed, and assist with program evaluation. This role serves as a liaison between Operations Managers, Supervisors, Operation Center Advisors, and the Instructional Design team. The Training Facilitator will also identify training needs through a variety of methods and partner with the Training and Instructional Design teams to update and facilitate appropriate training programs that enhance employee skills.
Position responsibilities:
Conducting new hire classes in a way that facilitates the learning experience- participants are expected to achieve proficiency within a short period following the learning sessions
Communicating and following-up to ensure Operation Center Advisors are fully informed of all new information related to products, procedures, customer needs, and company-related issues, changes, or actions
Partnering with the Instructional Design team to review customer feedback and deliver training programs that improve end-user experience
Partnering with the Instructional Design team to create training resources such as training handouts, demos, visual aids, hands-on training, and reference materials
Conducting training sessions that are measured on advisor engagement, assessment scores, and advisor attrition
Auditing the customer service knowledge base software for changes and updates and educating employees to these changes
Working as member/leader of projects that directly contribute to site success
Projecting a favorable image of the company to promote its objectives and goals and enhance customer relationship
The Candidate:
Qualifications:
High School diploma or equivalent
Knowledge of learning management systems and e-learning systems
Ability to review training content and deliver training sessions based on the content
Skilled at facilitating training groups ranging in size from 5-30 participants
Ability to train all levels of employees
Strong written and oral communication skills
Preferred requirements/qualifications:
Bachelor’s Degree in related field
At least 3 years of experience developing materials in Microsoft Office, Articulate, and Adobe products
2+ years of experience facilitating learning sessions in a training environment
Previous experience in the education industry and with e-learning technologies
Experience in a virtual call center environment
Blackboard Student Services is hiring for remote, work-from-home opportunities with immediate availability and schedules that offer flexibility.
Blackboard is looking for technically skilled candidates with the good problem-solving ability for the position of Help Desk Customer Service Advisor. The duties of this role include being a reference point for all IT-related queries at the user level, responding to user needs in a timely manner, and ensuring the optimal running of all systems, among other technical duties.
Position responsibilities:
Resolving end-user inquiries by utilizing multiple technologies including telephony, chat, and web-based inquiries
Striving for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
Managing and resolving identified client issues for assigned customer accounts
Documenting information into the web-based ticketing system
Searching and navigating the knowledge base to identify appropriate resolutions for client issues
Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
Projecting a favorable image of the company to promote its objectives and goals that enhance client relationships
Participating in internal training programs to expand knowledge and support multiple clients
Providing delightful, efficient, and accurate resolutions to customer inquiries
Completing special projects as requested by management
Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
Troubleshooting hardware and software issues
Completing software installations
Establishing good relationships with all departments and colleagues
Serving as the first point of contact for customers seeking technical assistance over the phones, chats, and emails
Requirements:
You must be able to work from home
You must have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift
Your home office must have DSL or Cable Internet that is hardwired into a modem/router via Ethernet (Dial-up, Wireless, or Satellite interview services cannot be used)
Must have either an ISP provided modem that allows a third party VOIP or a personal modem and personal router without restrictions
Must be able to wire company hardware directly into the router which may not be more than 100 feet from the computer
Minimum download speed 10 Mbps
Minimum upload speed 5 Mbps
Ping less than 100 MS consistently that is dedicated to the workstation
Strong computer knowledge, including the ability to accurately type at least 25 wpm
Strong interpersonal skills and a very high degree of customer service ethic.
Ability to communicate clearly, both written and orally, with faculty, students, staff, and team members
Ability to walk customers through outlined problem-solving processes, using our knowledge base system
Ability to ask questions to determine the nature of the problem
Strong multi-tasking abilities while working in a fast-paced environment
Ability to perform remote troubleshooting
Qualifications:
High School diploma or equivalent
Must be 18 years old or over
Excellent oral and written communication skills
Experience working on computers (building, configuring, troubleshooting)
Knowledge of internet applications
Proficiency in MS Office computer applications, including Word and Excel, and willingness to learn new technology systems
Familiarity with education-related technologies
Ability to handle multiple job tasks at one time and escalate issues in a timely manner
Analytical orientation with strong attention to detail.
Blackboard is looking for technically skilled candidates with the good problem-solving ability for the position of Help Desk Customer Service Advisor. The duties of this role include being a reference point for all IT-related queries at the user level, responding to user needs in a timely manner, and ensuring the optimal running of all systems, among other technical duties.
Position responsibilities:
In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner
Installing, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipment
Troubleshooting hardware and software issues
Completing software installations
Establishing good relationships with all departments and colleagues
Serving as the first point of contact for customers seeking technical assistance over the phone.
Striving for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
Managing and resolving identified client issues for assigned customer accounts
Documenting information into the web-based ticketing system
Searching and navigating the knowledge base to identify appropriate resolutions for client issues
Escalating unique issues or inaccurate information contained in the knowledge base to the immediate supervisor for resolution
Projecting a favorable image of the company to promote its objectives and goals that enhance client relationships
Participating in internal training programs to expand knowledge and support multiple clients
Providing delightful, efficient, and accurate resolutions to customer inquiries
Completing special projects as requested by management
Demonstrating empathy, patience, and flexibility during phone calls
The Candidate:
Requirements:
You must be able to work from home in a quiet, distraction-free environment without any conflicting responsibilities during your scheduled work shift
Your designated workspace must have DSL or Cable Internet that is hardwired into a modem/router via Ethernet (Dial-up, Wireless, or Satellite interview services cannot be used)
Must have either an ISP provided modem that allows a third party VOIP, or a personal modem and personal router without restrictions
Must be able to wire company hardware directly into the router which may not be more than 100 feet from the computer
Verified minimum download speed 10 Mbps and minimum upload speed 5 Mbps
Ping less than 100 MS consistently that is dedicated to the workstation
Strong computer knowledge, including the ability to accurately type at least 25 wpm
Strong interpersonal skills and a very high degree of customer service ethic.
Ability to communicate clearly, both written and orally, with faculty, students, staff, and team members
Ability to walk customers through outlined problem-solving processes, using our knowledge base system
Ability to ask questions to determine the nature of the problem
Strong multi-tasking abilities while working in a fast-paced environment
Ability to perform remote troubleshooting
Ability to take inbound (voice) phone calls.
Reporting to the Vice President, Human Resources Operations, the Compensation Director will be part of the Human Resources team and will oversee the compensation function at Blackboard. In partnering with HR team members and client groups, this individual will assist in developing and executing compensation solutions to successfully meet both division level and corporate goals.
Primary responsibilities will include:
Developing and administering policies and procedures to ensure that the company’s compensation programs support business objectives, are fair and competitive, and are legally compliant
Managing global salary administration program, including ensuring the integrity of the corporate job classification/job architecture system. Administering annual merit increase program, promotional increases, and market adjustments
Managing bonus programs
Leading compensation integration activities of recently merged organizations
Leading compensation-related diligence and integration initiatives of acquisitions
Leading participation in competitive compensation surveys
Conducting competitive pay analyses
Collaborating with sales compensation lead on sales compensation plan design and administration
Participating in the creation of materials for review and approval by the Compensation Committee of the Board of Directors
Providing high-quality consultative support to HR Business Partners and line managers
Managing a Compensation Analyst
The Candidate:
Required skills/qualifications:
Bachelor’s degree
At least 10 years working in a quantitatively oriented HR role
Broad knowledge of the compensation principles and practices
Demonstrated leadership skills, problem-solving skills, and short- and long-term planning skills
Excellent demonstrated quantitative and analytical skills
Strong written and oral communications skills
Ability to manage multiple priorities in a fast-moving environment
Prior experience working in a global company.
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