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Support Consultant

2 months ago

Nationwide, United Kingdom The Recruitment Fix Full time

Industry leading salary of up to £35000
* Excellent Career Opportunity
* Remote working with fantastic team support
* Impressive future prospects
Our client delivers Learning Support Solutions and Performance Management Systems that help organisations improve the way they educate and manage their staff. On their behalf we are looking for an experienced Support Consultant who will join an established team providing excellent 2nd Line Helpdesk Support to their customers. You will be responsible for supporting and advising clients using Totara Learn and associated technologies via an online ticketing system. Your goal is to become the customer’s Trusted Advisor.
The role is offered on a full-time basis and offers the flexibility of remote working arrangements.
Key responsibilities include:
* Provide 2nd line client support for customised instances of Totara Learn and associated technology advice.
* Escalate client queries that require technical investigation and resolution appropriately to 3rd line or Technical in line with ITIL Problem Management and the Company’s SLA.
* Liaise directly with clients over email, Microsoft Teams, or telephone to help solve issues .
* Liaise with other internal teams to accurately specify and scope client customisation requests.
* Liaise with the Implementation and Development Services teams to ensure that the client experience is consistent from implementation through to business-as-usual.
* Monitor support budgets and associated change requests.
* Attend operational team meetings and contribute as appropriate
To be considered for this opportunity the ideal candidate will have similar experience in a previous Support role and / or is looking for the next step in their career and can demonstrate the following;
* Experience of Moodle and /or Totara systems
* Experience and understanding of e-Learning Management Systems / platforms
* Experience with Service Desk Management tools i.e Salesforce, Service Now etc
* Excellent problem solving skills with the ability to communicate effectively and articulate technical issues and solutions
* Good Basic IT skills
* A Team player with the drive to deliver the best customer service
This is a fantastic opportunity to join an ambitious, continually growing, company who can offer opportunity to develop and be rewarded with a great career.
For more information please send your CV to Chris Chambury, in confidence, at The Recruitment Fix