Summary of Job Description:
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The L&D Technical Support Associate responds to and diagnoses problems through phone, email, and chat with Operations associates related to University of Panda and ServiceNow (UOP contents, GO classes, UOP portal), ensuring satisfactory customer service. This position recognizes and researches problems and resolves basic problems while referring more complex problems to higher levels for satisfactory resolution. This position follows up to ensure timely resolution of all problems. The L&D Technical Support Associate provides technical support for the UOP online database, generates training reports requested by Operations and Support Center, and assists in UOP special projects.
You’ll get a chance to:
- Responds to and diagnoses problems through phone, email, and chat with Operations associates related to University of Panda (UOP contents,GO classes, UOP portal), ensuring satisfactory customer service.
- Ensures information on all requests is accurately captured for future reference and analysis.
- Resolves basic problems and refers more complex problems to higher levels for resolution.
- Follows up with customers to ensure issues and requests have been resolved successfully and on a timely basis as documented in ServiceNow.
- Contributes to the development of quality knowledge base documents for frequently reported problems, issues, and requests.
- Supports GO class-related functions, such as supporting virtual training, reporting, class preparation, daily scorecard, assigning material, and post-work assignment.
- Monitors and upkeeps Language Learning Platform offered to associates as well as processes annual user agreements.
- Assists in special projects related to UOP (e.g., FHR UOP Class Tracker, LBF Survey).
How we reward you:
- Hybrid Work schedule
- 401K with company match
- Yearly bonus opportunity*
- Full medical, dental, and vision insurance *
- On-site fitness center, biometric screen, and flu shot clinic
- Discounts at Panda restaurants, theme parks, and gym memberships
- Paid time off starting at 15 days with 7 federal holidays*
- Continuous education assistance and scholarships*
- Income protection including Disability, Life and AD&D insurance*
- Bereavement leave**Benefits available for eligible permanent full time associates
#LI-Hybrid
Your background & experience:
- Bachelor’s degree or working towards a degree
- Minimum one year of relevant experience required
- Learning Management System certification preferred
- If hired, successful completion of annual store training
- If hired, must provide proof of full vaccination on start date, unless prohibited by federal, state, or local law. Full vaccination means two weeks or more have passed after receiving the second dose in a two-dose series, or more than two weeks after receiving a single-dose vaccine. Examples of proof of full vaccination include an original, photocopied, or digital completed vaccination card that includes name, type of vaccine provided, and date of last dose administered.
Panda Strong since 1983
Founded in Glendale, California, we are now the largest family-owned American Chinese Restaurant concept in America. With close to 2,000 locations globally, we continue our mission of delivering exceptional Asian dining experiences by building an organization where people are inspired to better their lives. Whether it’s impacting our team or the communities we work in, we’re proud to be an organization that embraces family values.
You’re wanted here
We value diversity in all forms and know the strength it brings. Workplace equality allows for creative ideas to blossom, diverse points of view to be heard, and improves overall happiness. We like the sound of that.
Panda Restaurant Group, Inc is an Equal Opportunity Employer. Regardless of your race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age, veteran status, you are welcome here.
Pay Range P1: $25.00 - $35.00 / Hour
- Within the range, individual pay is determined using various factors, including work location and experience.
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