Overview
Provide a clear role profile for supplier-provided 1st Line Support agents who will handle day-to-day operational queries about Thrive LMS dashboards/Analyse and custom Power BI reports. The emphasis is data literacy: agents must interpret learning data, explain metrics and filters, and triage discrepancies with confidence.
Scope of Support
* Inbound channels: Email, Teams chat.
* User types supported: Retail managers, market admins, content owners, learners (via admins), internal L&D stakeholders.
* Typical queries:
* How do I check who\'s registered for which event?
* Why do I see different completion numbers in Dashboard X vs Report Y?
* How do I filter learners by market/dealer/job role?
* Where do I find certification status for a retailer?
* The report is blank for me - do I have access?
* Out of scope (escalate): Data model defects, report development, platform bugs, bulk data loads, feature requests, integrations. These need to be uncovered and reported.
Core Responsibilities
1. Front-line triage & resolution of platform/reporting questions within agreed SLAs.
2. Data interpretation & explanation (definitions, filters, time windows, RLS/security, refresh cadence).
3. Reproduction & evidence gathering (screens, steps, IDs, filters, timestamps) for escalation-ready cases.
4. Source-of-truth checks: Cross-verify figures between Thrive Analyse and Power BI.
5. Knowledge base upkeep: Flag recurring issues and training gaps.
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