Customer Support Technician

Overview

Moodle-Totara Support Technician – Remote first, flexible working. Salary: £30,000 – £35,000 per annum.

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Team is who and what we are. We’re collaborative professionals with the technical expertise and know‑how to make a real and lasting difference through the power of learning. We’re inspiring each other to create impactful solutions that set us apart from our competitors and champion sustainable growth for our customers. Our belief in diversity, commitment to inclusivity, and dedication to what we do brings us together to achieve extraordinary things.

We are 1 Team working together.

We are a remote‑first business with a fantastic collaborative Hub in Belfast’s Titanic Quarter, which we use for our quarterly All Hands meetups and to work collaboratively together when desired.

This role is a customer‑focused Support Technician with a minimum of 2 years experience in a similar role, specialising in our Moodle LMS, Moodle Workplace, and Totara platforms. You will play an instrumental role in ensuring our customer base receives unparalleled support with an optimal experience with our products and services.

• Provide world‑class technical support to customers, addressing 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, 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 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 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 solutions and best practices are shared and accessible.
• Proactively call customers to expedite case resolution, 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.

• Directly reports to:
  Lead Support Engineer.
• Collaborates with:
  Support, Consultancy, Sales and Systems Circles.

• Residency, along with right to work in UK or Ireland.
• Minimum 2 years experience with Moodle LMS, Moodle Workplace and Totara.
• Proven track record in a customer support role, handling complex cases.

• Fluency in both German and English, with a professional written and verbal standard.
• Basic understanding of GIT and version control.
• Preliminary knowledge of web‑hosting technologies.
• Experience with Linux OS.
• Certifications relevant to our platforms or customer support best practices.
• Passion for continuous learning and improvement in the support field.
• Experience with support delivery platforms and methodologies.

• Genuine passion for resolving customer issues and facilitating smooth project handovers.
• Excellent interpersonal, verbal and written communication skills.
• Strong analytical and problem‑solving skills.
• Keen desire to learn and robust interest in technology.
• Strong organisational and multitasking skills, with a high level of accuracy and attention to detail.
• Ability to work under pressure and meet tight deadlines.
• Team‑oriented with developed collaboration skills.
• Ability to work autonomously, maintaining best practices and attention to detail.
• Proficiency in implementing new technologies or processes within a support environment.
• Competent in documenting processes and procedures comprehensively.
• Initiative to identify personal knowledge gaps and engage in self‑learning.
• Hunger for learning and…