The Church of Jesus Christ of Latter-day Saints
Online Support Coordinator
The Church of Jesus Christ of Latter-day Saints, Salt Lake City, Utah, United States, 84193
Online Support Coordinator
Full‑time position based in Salt Lake City, Utah. The Online Support Coordinator leads daily support operations for Seminaries and Institutes (S&I), providing general and technical assistance to users across both S&I and BYU‑Pathway Canvas instances. The role oversees all support channels, manages a team of interns, and handles escalated issues from internal teams. The coordinator also provides support in multiple languages for a global community of learners and educators. In addition, the role is responsible for accurate BYU‑Pathway provisioning processes and works closely with cross‑functional partners to ensure smooth system operations and timely, high‑quality support.
This role may require occasional presence at the Salt Lake City office based on business needs.
Responsibilities
Lead the online support team of interns, including ticket triage, scheduling, training, and performance development.
Oversee all online support channels, including email, chat, phone, and virtual conferencing.
Provide general and technical support for S&I courses and users in both S&I and BYU‑Pathway Canvas LMS instances, including multilingual support for global users.
Address escalated support tickets from S&I teams and resolve complex user issues.
Assist users with Canvas functions, Canvas Commons, course creation, and tasks outside the S&I enrollment tool (WISE).
Maintain online learning support resources, including the S&I Help Center, S&I Online Support SharePoint, and Canvas Help content.
Communicate system‑wide updates, such as start‑of‑term reminders, feature releases, known bugs, and outages.
Support Tier‑2 and BYU‑Pathway support teams with S&I account issues, provisioning needs, and advanced troubleshooting.
Assist with the Church Service Missionary application and provisioning process.
Manage BYU‑Pathway provisioning tasks, including user provisioning.
Collaborate with internal and external partners to identify, troubleshoot, and report system bugs and workflow issues.
Supports Division
Serve as a backup to the Course Management Coordinator when needed.
Participate in team meetings and contribute to continuous improvement initiatives.
Assist with onboarding and training new interns or team members.
Qualifications
3–5 years of technical customer service or support experience, preferably in an education or online learning environment.
Bachelor's degree in business, technology, instructional design, or related field (or equivalent experience).
Exceptional customer service skills with the ability to empathize, communicate clearly, and resolve issues.
Experience managing a dynamic team, including scheduling, training, and supporting interns or staff.
Strong organizational and leadership abilities, with capacity to manage multiple tasks and prioritize effectively in a fast‑paced environment.
Excellent written and verbal communication, presentation, and interpersonal skills.
Proficiency with remote and online learning platforms and tools.
Proficiency with Microsoft 365 applications.
Experience with data analytics, including interpreting support trends and generating insights.
Experience using Power BI for dashboards and reporting.
Experience with ServiceNow or similar ticketing and workflow management systems.
Ability to quickly learn and navigate complex systems and processes, including provisioning workflows and support escalations.
Ability to provide multilingual support with translation tools (multilingual support environment).
Preferred: Experience with Canvas or other learning management systems.
Preferred: Familiarity with user provisioning into various systems.
Preferred: Basic HTML and CSS skills.
Preferred: Fluency in Spanish, Portuguese, or French.
About the Church of Jesus Christ of Latter‑day Saints Church employees find joy and satisfaction in using their unique talents and abilities to further the Lord’s work. Whether it’s an IT professional who develops an app that sends the gospel message worldwide or a facilities manager who maintains our buildings, our employees seek innovative ways to share the gospel of Jesus Christ with the world. They are literally working in His kingdom.
Only members of the Church who are worthy of a temple recommend qualify for employment. The Church is an equal opportunity employer and does not discriminate in its employment decisions on any basis that would violate U.S. or local law. Qualified applicants will be considered for employment without regard to race, national origin, color, gender, pregnancy, marital status, age, disability, genetic information, veteran status, or other legally protected categories that apply to the Church. The Church will make reasonable accommodations for qualified individuals with known disabilities.
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This role may require occasional presence at the Salt Lake City office based on business needs.
Responsibilities
Lead the online support team of interns, including ticket triage, scheduling, training, and performance development.
Oversee all online support channels, including email, chat, phone, and virtual conferencing.
Provide general and technical support for S&I courses and users in both S&I and BYU‑Pathway Canvas LMS instances, including multilingual support for global users.
Address escalated support tickets from S&I teams and resolve complex user issues.
Assist users with Canvas functions, Canvas Commons, course creation, and tasks outside the S&I enrollment tool (WISE).
Maintain online learning support resources, including the S&I Help Center, S&I Online Support SharePoint, and Canvas Help content.
Communicate system‑wide updates, such as start‑of‑term reminders, feature releases, known bugs, and outages.
Support Tier‑2 and BYU‑Pathway support teams with S&I account issues, provisioning needs, and advanced troubleshooting.
Assist with the Church Service Missionary application and provisioning process.
Manage BYU‑Pathway provisioning tasks, including user provisioning.
Collaborate with internal and external partners to identify, troubleshoot, and report system bugs and workflow issues.
Supports Division
Serve as a backup to the Course Management Coordinator when needed.
Participate in team meetings and contribute to continuous improvement initiatives.
Assist with onboarding and training new interns or team members.
Qualifications
3–5 years of technical customer service or support experience, preferably in an education or online learning environment.
Bachelor's degree in business, technology, instructional design, or related field (or equivalent experience).
Exceptional customer service skills with the ability to empathize, communicate clearly, and resolve issues.
Experience managing a dynamic team, including scheduling, training, and supporting interns or staff.
Strong organizational and leadership abilities, with capacity to manage multiple tasks and prioritize effectively in a fast‑paced environment.
Excellent written and verbal communication, presentation, and interpersonal skills.
Proficiency with remote and online learning platforms and tools.
Proficiency with Microsoft 365 applications.
Experience with data analytics, including interpreting support trends and generating insights.
Experience using Power BI for dashboards and reporting.
Experience with ServiceNow or similar ticketing and workflow management systems.
Ability to quickly learn and navigate complex systems and processes, including provisioning workflows and support escalations.
Ability to provide multilingual support with translation tools (multilingual support environment).
Preferred: Experience with Canvas or other learning management systems.
Preferred: Familiarity with user provisioning into various systems.
Preferred: Basic HTML and CSS skills.
Preferred: Fluency in Spanish, Portuguese, or French.
About the Church of Jesus Christ of Latter‑day Saints Church employees find joy and satisfaction in using their unique talents and abilities to further the Lord’s work. Whether it’s an IT professional who develops an app that sends the gospel message worldwide or a facilities manager who maintains our buildings, our employees seek innovative ways to share the gospel of Jesus Christ with the world. They are literally working in His kingdom.
Only members of the Church who are worthy of a temple recommend qualify for employment. The Church is an equal opportunity employer and does not discriminate in its employment decisions on any basis that would violate U.S. or local law. Qualified applicants will be considered for employment without regard to race, national origin, color, gender, pregnancy, marital status, age, disability, genetic information, veteran status, or other legally protected categories that apply to the Church. The Church will make reasonable accommodations for qualified individuals with known disabilities.
#J-18808-Ljbffr