The Opportunity
This role provides skilled support for customers using Moodle-based Learning Management Systems (LMS) and integrated products. The position involves substantial technical work and communication with both clients and internal teams.
Key Responsibilities
Duties of this role will include but are not limited to the following:
- Take ownership, triage, and respond to tickets within agreed service levels.
- Provide support via the support portal and follow-up through web conferencing as needed.
- Review customer tickets for complete information, requesting additional details when necessary.
- Reproduce, troubleshoot, analyze, and resolve customer issues quickly and professionally.
- Offer functional support for company-maintained products and services.
- Collaborate with regional teams to resolve technical problems.
- Manage customer expectations through regular updates on ticket status.
- Contribute to knowledge management by creating and updating internal and external documentation.
- Participate in additional projects with manager approval.
- Maintain up-to-date product knowledge and learn new features as required.
- Maintain a schedule of 10AM-7PM EST.
Performance Objectives
Performance objectives are aligned with key responsibilities and organizational and team goals. Individual performance measures and behavioral standards will be discussed and reviewed periodically in one-on-one meetings with the Manager and during performance evaluations.
Decision-Making Authority
- Assess client needs, determine appropriate course of action, and provide skilled responses in a timely manner
- Prioritize workload in reflection of customer needs and expected performance levels
- Modify Priority, Status, and Assignment of tickets as needed, including escalations to other groups.
Skills and Qualifications
- Relevant tertiary education/qualifications such as a B.Sc. in Computer Science or equivalent commercial experience.
- General understanding of the function and purpose of Learning Management Systems (preferably Moodle).
- A general understanding of computer networks.
- Interpersonal and customer service skills to ensure positive interactions with customers.
- Multitasking and organizational skills to work on multiple issues at one time
- Ability to work Independently with minimal supervision as well as collaboratively with representatives and coworkers in other departments.
- Analytical and problem-solving skills to diagnose problems and recommend effective solutions.
- Active listening and communication skills to handle customers who may be upset.
- Strong written and verbal communication skills.
- Fluent written and spoken English.
- Fluent written and spoken Spanish.
- Fluent written and spoken Portuguese.
- Prior experience working in education technology is preferred.
- Technical proficiency with CSS , HTML, jQuery, Javascript, and SQL preferred.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
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