L&D Technical Support Associate

Summary of Job Description :

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.

Job Responsibilities :

• Diagnoses and responds to problems through phone, email, and chat with Operations associates related to University of Panda (UOP contents, GO classes, UOP portal), ensuring satisfactory customer service.
• Responsible for responding to inquiries related to GO classes, SM classes, training bonus, credit and all UOP matters.
• 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.
• Follow 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 virtual training supporting, reporting, class preparation, daily scorecard, assigning material, and post-work assignment.
• Assists in special projects related to UOP (e.g., FHR UOP Class Tracker, LBF Survey).

Work Environment :

How we reward you :

Your background & experience :

Pay Range : P1 $28-$35 / Hour

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Panda Strong since 1983 :

Founded in Glendale, California, we are now the largest family-owned American Chinese Restaurant concept in America. With close to 2,300 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 :

Panda Restaurant Group, Inc. is an Equal Opportunity Employer and is committed to providing equal opportunity, and does not discriminate on the basis of any characteristic protected by law, including but not limited to sex / gender (including pregnancy, childbirth, lactation and related conditions), gender expression, race, color, religion, national origin, sexual orientation, gender identity, disability, age, ancestry, medical condition, genetic information, marital status, and veteran status. Additionally, Panda Restaurant Group, Inc. complies with all federal, state, and local laws regarding requests for workplace accommodation. The Americans with Disabilities Act (ADA) prohibits discrimination against qualified individuals on the basis of disability. Applicants are entitled to reasonable accommodations, absent undue hardship, to effectively participate in the application and hiring process, for example, sign language interpreters. If you believe you require an accommodation for the application or interview process or for the position for which you are applying, please reach out to TASupport@PandaRG.com .