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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

Moodle LMSMoodle WorkplaceTotaraGITLinux OSweb-hosting technologiesapplication integrationapplication configurationtechnical troubleshootingcustomer support

Soft skills

customer engagementproblem-solvingcollaborationcommunicationanalytical skillsadaptabilitycontinuous learninggoal achievementknowledge sharingperformance improvement

Certifications

customer support certificationsMoodle certificationsTotara certificationsITIL certificationLinux certificationGIT certificationweb-hosting certificationstechnical support certificationsproject management certificationsoftware integration certification