Learn First Contact and Resolution Expert

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com

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Position Summary 

The Learn First Contact and Resolution Expert (CARE) is responsible for providing end-to-end support for general Learn processes, ensuring seamless assistance across all Learn teams’ activities. This includes initial responses, immediate resolutions, and transactional processes within the different Learn portals. The role delivers global support with 24/5 coverage, addressing queries and requests from end users and administrators across regions. Responsibilities include managing straight-forward transactions such as uploading training materials, training completions, due date modifications, test attempt adjustments, and to continuously document and update processes as needed.  

The CARE team ensures clear communication in English, explaining system limitations, functionality options, concepts, processes, and policies to gain alignment and deliver exceptional customer service. 

Essential Functions 

• Provide end-to-end Learn support globally, ensuring timely, accurate, and complete resolution of queries and select transactional requests. 

• Deliver assistance across multiple channels (chat, case management system, and other support media) with 24/5 availability to meet global needs. 

• Guide users through system navigation and intake portal processes, empowering them for future self-service. 

• Investigate and resolve issues thoroughly, applying risk management principles and adhering to defined Service Level Agreements (SLAs). 

• Collaborate with team members and supervisors to escalate and resolve complex cases efficiently. 

• Maintain and update knowledge databases to support continuous improvement and knowledge sharing. 

• Demonstrate ownership, integrity, and commitment to quality customer service in all interactions. 

• Participate in training and workshops to enhance process knowledge and technical skills. 

Job Qualification 

• At least 1 year of work experience in administration support 

• Learning Administration experience is preferred 

• Functional knowledge of learning and other HR or talent-related technologies 

• Experience using Service Center/Helpdesk technologies, case management tools, or other customer service software applications 

• Attention to detail and strong analytical, problem-solving, and decision-making skills 

• Steadfast commitment to client and customer satisfaction 

• Ability to work effectively in a fast-paced environment, handle multiple tasks/projects simultaneously, and manage daily planned and unplanned operational activities 

• Strong written and verbal communication skills 

• Willing to work on a night shift

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