Synergy Learning

Support Engineer

• 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.

Support Technician