Learning Services Support Officer

Overall Purpose of the Job:

CONTRIBUTION TO V.GROUP STRATEGY AND VALUES:

• The Learning Services Support Officer role will work by V.Group' strategy and values with specific focus on training. This job post will proactively drive transformation required for the group to be able to be the leading global provider of Marine Support Services. He/ She will set high standards by working in an ethical and transparent way.
• The Learning Services Support Officer is responsible for driving and reporting fleet-wide training compliance. Working within Learning Services' Onboard Talent and Development Team, the core purpose is to guarantee the seamless operation of V.'s learning technology and platforms – onboard & onshore, ensuring all crew successfully complete required training and submit data promptly. This role is a key driver in collaborating with all stakeholders to achieve and maintain our 100% compliance target.

Key Responsibilities and Tasks:

echnology Support

• Responsible in ensuring that the eLearning and Competency Management System is correctly installed onboard with access via the LAN.
• Provide training-specific help advice for available systems used within the group.
• Communicate with end users and help resolve L1 – L2 support for issues and queries. This covers vessel and crewing escalations towards service providers.
• Ensure regular export of data by vessels have taken place assuring timely synchronization of training completion.
• Manage and resolve tickets logged in Freshdesk, utilizing both the in-house team and external partners within the established support framework
• Freshdesk administration as required.
• Support in administration of various V. Training Systems which includes in-house applications and other off the shelf applications used by V.

Training Compliance

• Ensure target group onboard training compliance is met ensuring crew onboard are competent and equipped with mandatory training requirements
• Facilitate project campaigns and other activities to achieve group compliance which relates to desired uptake and seafarer development.
• Responsible in pushing for completion & usage of eLearning and CMS assessments onboard in accordance with the company procedures (WI / VMS) providing just and fair insight on promotions within the fleet
• Understand fleet as well as client specific requirements in training and bridge the gap through available titles within the group training library

Reporting

• Manage scheduled reports and information sharing with key stakeholders.
• Analyze the trends / issues that need attention prior any escalation and issues.
• Identification of high performing officers (% completion of CMS assessments to ascertain suitability for promotion)
• Creation of league tables and liaising with fleet cells and PM / MM / Fleet Cells for support and collaboration when required.

Subscription Management

• Monitor vessels / clients on specific training subscription by working closely with R/CMPs and Fleet Cells
• Ensure new full management vessels coming into management receive the hardware & software as per company policy and agreed lead time.
• Support in achieving agreed annual revenue on our main training platforms by ensuring purchase orders are raised timely and monitored for follow up in case of any delays in delivery.
• Review data sanity in Shipsure ensuring vessel contracts are updated to reflect the correct onboard digital installation.
• Manage any termination of training subscription for vessels leaving management.
• Manage the regular reporting and analysis of vessel's subscriptions and escalation when required.

Essential Skills Required:

• Strong skills in MS Office, most specially excel
• Working experience in providing travel / crewing / training or technical support and customer service support
• Passion for Technology (loving it)
• Excellent customer service and complaint handling skills
• CRM experience: Freshdesk or similar
• Excellent communication skills: Fluent in spoken and written English
• Focus and attention to detail skills
• Ability to prioritise workload according to different time zones
• Ability to work under pressure and with minimum supervision

Job Types: Full-time, Permanent

Pay: Php22, Php25,000.00 per month

Benefits:

• Health insurance
• Life insurance

Application Question(s):

• How much is your expected salary?

Experience:

• Data analysis skills: 1 year (Required)
• Microsoft Excel: 1 year (Required)

Work Location: In person