Technical Support Agent

6 months ago

Derry, United Kingdom Learning Pool Full time

**Wherever you find ambitious companies investing in their people, you’ll find Learning Pool**

Learning Pool is among the fastest growing e-learning companies in the world, servicing more than 2,000 customers and 24 million learners globally. Our expert team creates the content and technology solutions that engage and empower modern leaders, using pioneering technology and creative content that we build, deliver and maintain. We’re passionate about customer success and our customers trust us to deliver long lasting value, a great return on investment and excellent customer service.

Learning Pool welcomes passionate people from all kinds of backgrounds. We are a diverse team working in offices, and remotely, across Europe and North America. We take great pride in our shared work and are committed to building great software in a sustainable way.

So if you’ve got what we’re looking for and the desire to join a team that values creativity and empowerment, then get in touch. This role offers an excellent opportunity to get involved in and become part of the world of online learning.

**About the role**

On a day-to-day basis, you’ll be responding to queries from our growing customer base, understanding what the customer is trying to achieve and making this happen for them. This role will involve providing a service to our global customers. Our Support Team must have a technical curiosity, being able to demonstrate a positive and optimistic approach to troubleshooting customer queries in a customer focused environment.

You will support our system administrators with the configuration of user data and course setup as well offering advice on "how to" across our products. You will also assist our learners in accessing/navigating our platforms whilst helping them to participate in relevant learning.

The Customer Support team provide support 24 hours a day, 7 days per week and we are specifically looking for team members to cover UK shift pattern working the hours of 2pm to 2am on a rotation of 4 days on 4 days off pattern. The full-time salary for this role is £28,080 per annum which will include an unsociable hours premium. In addition, approximately 1 in every 8 shifts you will be asked to cover on-call hours between 2am - 7am. This will come with an additional shift allowance and call out fee.

**Location**: This role is fully office based in our Derry office.**

**What you will be doing**

Roles and responsibilities include:

- Providing a first class customer experience that is friendly and efficient
- Following the agreed processes to resolve and/or escalate customer support tickets in line with our Service Level Agreement
- Diagnosing and solving problems quickly and calmly
- Developing excellent product knowledge by attending in-house training, completing self-paced learning on the Learning Pool Academy, reading weekly product release information
- Working as part of a high performing team to demonstrate the Learning Pool Values to both customers and colleagues

**Who we are looking for**
- Numeracy and literacy skills: You will have 5 GCSE's grade A to C including Maths and English or the equivalent
- Industry Experience: Similar experience in a Technical Support or IT based role
- Eye for detail: You'll have fantastic attention to detail and accuracy in all that you do
- Calm under pressure: You will be level headed and comfortable working in a busy fast-paced environment
- Communications: You should be comfortable communicating in writing and verbally, with a friendly, professional telephone manner

Although not essential, it would be advantageous to have the following:

- An IT Qualification

**Working at Learning Pool**

With over 450 people across seven offices globally, the Learning Pool team is filled with people who have a real passion for what they do and a fresh approach to partnering with customers.

Learning Pool is a Platinum Investor in People, listed annually in the Great Places to Work for and wins numerous industry awards for our work with clients including the Queen's Award for Enterprise (Innovation) and recent Brandon Hall, Learning Technologies, e-Learning Industry, Stevie Customer Service and Institute of Customer Service awards. In addition, the Group is the only Strategic Leader offering Lower Total Cost of Ownership solutions in the 2022 Fosway Digital Learning 9-Grid.

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