LMS Support Associate

Summary

The part-time LMS Support Associate provides front-line technical and user support for Providers’ eAcademy®, our online learning management system (powered by Relias). This role works closely with staff and member organizations to troubleshoot issues, manage LMS configurations, and support administrators. This position is ideal for someone who is detail-oriented, tech-savvy, and comfortable supporting multiple organizations in a fast-paced, member-focused environment.

• Provide friendly, timely support to eAcademy users via email, phone, Zoom, and ticketing system;
• Deliver functional and technical support through ticketing system to quickly resolve issues and ensure platform runs smoothly;
• Support backend configuration and ongoing management of the Relias LMS;
• Conduct eAcademy demonstrations and onboarding sessions for new administrators and key staff;
• Test and evaluate new features and tools that integrate with the LMS;
• Monitor and track eAcademy members through ticketing system and Salesforce;
• Maintain and update organizations’ LMS portals.

The Providers’ Council is the state’s largest membership association for community-based human services providers. The Council’s work includes public policy and advocacy; education and training initiatives, including our online learning management system (LMS), Providers’ eAcademy®; and group purchasing programs that save members time and money.

• Experience with Relias or an online learning management platform strongly encouraged;
• Strong technical aptitude and ability to troubleshoot software issues;
• Experience providing customer or member support in a professional setting;
• Familiarity with Zoom or other video conferencing platforms;
• Experience with CRM systems;
  Salesforce preferred;
• Excellent organization, time management, and attention to detail;
• Energetic, eager, and able to work independently and prioritize tasks;
• MA driver’s license required;
• Bachelor’s degree in learning & development, education, technical communication, or a related field (experience may substitute for degree).

This position is a part-time, 24 hour per week hybrid position, and the salary is $30/hour. While this position is not eligible for medical benefits, it will receive pro-rated PTO allowances.

This position is expected to be in the Council offices in Framingham ideally each Wednesday from 9 a.m. to 5 p.m. but schedule is negotiable. Other work may be done remotely (M, T, Th and

F) or at the Council offices.