My client, a leding software provider, are look to recruit a customer-focused Support Technician with a minimum of 2 years of experience in a similar role to join their team. This role emphasizes their Moodle LMS, Moodle Workplace, and Totara platforms, ensuring their customer base receives unparalleled support and an optimal experience with their products and services.
Key Responsibilities
Provide world-class technical support to customers, addressing their queries via phone, video, and support portal on Moodle LMS, Moodle Workplace, Totara TXP, and related learning technologies.
Troubleshoot and resolve technical issues using various methods, collaborating with direct and indirect circle members on complex problems.
Understand customer needs and offer solutions aligned with their service level.
Analyse customer feedback to identify potential product enhancements or improvements.
Manage application integration and configuration with third-party applications and services.
Handle installation, configuration, updating, and upgrading of applications.
Work closely with implementation consultants, ensuring smooth project handovers and addressing complex cases promptly.
Actively participate in our performance enablement program through positive engagement in 1-2-1s, skills acquisition, and achieving agreed goals.
Engage in special projects to continuously improve the support circle's effectiveness.
Contribute actively to a knowledge base, ensuring that solutions and best practices are shared and accessible.
Proactively call customers to expedite the resolution of their cases, enhancing their experience.
Collaborate with the systems circle for triaging technical issues, providing support, and gathering valuable feedback for improvements.
Work towards ensuring the highest level of security and performance of systems.
Essential Criteria
2 years of experience with Moodle LMS, Moodle Workplace, and Totara
A proven track record in a customer support role, handling complex cases
Intra in cont
