Support Technician
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Job Description
Support Technician providing world-class technical support for Moodle LMS and related technologies. Collaborating with teams to enhance customer experience and resolve technical issues efficiently.
Responsibilities:
- Provide world-class technical support to customers, addressing their queries via phone, video & support portal on Moodle LMS, Moodle Workplace, Totara TXP, and related learning technologies.
- Troubleshoot and resolve technical issues using various methods, and collaborate 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 & configuration with third-party applications & 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 programme 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.
Requirements:
- Residency, along with right to work in UK or Ireland
- 2 years experience with Moodle LMS, Moodle Workplace and Totara
- A proven track record in a customer support role, handling complex cases
- Fluency in both German and English, with a professional written and verbal standard
- A basic understanding of GIT and version control
- Preliminary knowledge of web-hosting technologies
- Experience with the Linux OS
- Certifications relevant to our platforms or customer support best practices.
- A passion for continuous learning and improvement in the support field
- Experience with support delivery platforms and methodologies
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