Technical Support Agent

3 weeks 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 market, servicing more than 2000 customers and 6 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.

Due to the continuing growth of our business, Learning Pool is seeking to recruit Customer Success Executives to our team in Derry. Our Customer Support team is the jewel in our crown so these roles will be filled with people who have a real passion for customer satisfaction, understand and are excited by technology and want to grow their careers.

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.

**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. They will offer assistance to our learners in accessing our platforms, being able to navigate and assist learners in participating 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 1am on a rotation of 4 days on 4 days off pattern. The full time salary for this role is £25,506 per annum.

**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**
- Will have experience in a similar role
- Numeracy and literacy skills: You will have 5 GCSE's grade A to C including Maths and English, or equivalent
- Passion for excellent customer care: You will be focused on helping our customers achieve their goals and will always look to do the right thing for them
- Communication skills: You should be comfortable communicating in writing and verbally, with a friendly, professional telephone manner
- Excellent organisation skills: You will be well organised and be able to plan your time effectively
- Eye for detail: You'll need 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 high-paced environment
- Positive approach: You will have a professional, collaborative and can-do attitude towards colleagues, customers and ways of working
- You must have the right to work in the UK without Sponsorship from Learning Pool

**Desirable Criteria**:

- Tech savviness: You will have excellent IT skills and a technical curiosity which will help you to become an expert in Learning Pool products. An IT qualification would be an advantage.

**Working at Learning Pool**

The Learning Pool team is filled with people who have a real passion for what they do and a fresh approach to partnering with our customers. One that makes a real difference with a 98% customer recommendation rate. With over 260 people across seven offices, we are a full-service online learning provider, offering off the shelf and custom content, learning platforms and analytics to over 2000 organisations and 6 million learners around the world.

Learning Pool is a Platinum Investor in People, listed annually in the Sunday Times Best Companies 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 F



  • 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...

  • Billing Agent

    4 weeks ago


    Derry, United Kingdom Budget Energy Full time

    Part of the Flogas Ireland group, Budget Energy is one of Ireland’s fastest growing energy companies, supplying Electricity to over 90,000 homes and businesses in Northern Ireland, operating from offices based in Derry. We are currently looking for a highly motivated and passionate**Billing Agent**to join us on a permanent basis to provide back-up...


  • Derry, United Kingdom University of Ulster Full time

    ICT Technical Support Co-Ordinator**Role**: ICT Technical Support Co-Ordinator**Department**: Digital Services**Grade**: Grade 6**Responsible to**: Head of Customer Services and Support**Campus**: Derry~Londonderry**(Permanent / Full-Time)** **Job Purpose** - The post holder is responsible for delivering advanced ICT 2nd level technical support, with a...


  • Derry, United Kingdom Conexus Recovery Full time

    At Conexus Recovery & Field Services, we pride ourselves on delivering specialist field services to clients in the Utility and Banking Finance sectors. We are currently seeking a dedicated Business Support Officer to join our team and assist our doorstep agents in the Republic of Ireland (ROI) and Northern Ireland. If you're a self-motivated individual with...


  • Derry, United Kingdom University of Ulster Full time

    Technical Services Co-ordinator, School of Health Sciences**Role**: Technical Services Co-ordinator**Dept**: School of Health Sciences**Grade**: BSUPT6**Responsible to**: Technical Planning and Development Manager Faculty of Life and Health Sciences**Campus**: Derry~Londonderry**(Permanent/Full-time)** **Job Purpose**: - The post holder will develop and...


  • Derry, United Kingdom 3D Personnel Ltd (Multi-Sector) Full time

    **Property Lettings Officer** **Ref. VAC-** **VAC-13048** **Derry** **Perm. Contract F.T. Hours** **Salary £DOE** We are recruiting for/on behalf of a leading property development and easate agency business who has grown over the years to become one of the leaders in their sector, they have an exciting opportunity for to join their high performing and...

  • PMO Analyst

    3 weeks ago


    Derry, United Kingdom Hexagon PPM Full time

    Responsibilities ALI’s Smart Cloud team is looking for a technically inclined Senior Project Manager to drive initiatives to completion regarding new customer onboardings, implementing technology changes, and incorporating new processes. The Senior Project Manager will accomplish this with excellent communication with customers and internal teams,...

  • Producer

    1 week ago


    Derry, United Kingdom Hypixel Studios Full time

    We're looking for a** Producer **to join our team at Hypixel Studios, which collaborates remotely from around the world. Our members range from industry newcomers to experts with 25+ years of experience. Team members come from a diverse set of backgrounds, but share a common passion for building polished player-focused, community-powered games. Join us on...

  • Retail Assistant

    4 weeks ago


    Derry, United Kingdom Boots Full time

    Summary Job Reference: - 229080BR Londonderry Permanent 30 hours per week **About the opportunity** An important role in providing our customers and patients the very best experience at Boots Opticians throughout the customer journey. You don’t need optical experience to join us as a Retail Assistant, but you will have worked in a retail or a...

  • IT Intern

    4 weeks ago


    Derry, United Kingdom Seagate Technology Full time

    **About our group**: The mission of the End User Services organization is to enable the success of Seagate employees by providing exceptional services that set the standard for customer service, quality, professionalism, business technology and cost optimization. To adapt to challenges on the horizon, End User Services must continually innovate new processes...

  • Cleaner (Part-time)

    5 days ago


    Derry, United Kingdom First 4 Recruitment Full time

    We are recruiting for a part-time cleaner to work with one of our prestigious clients based in the LA9 area. **Days required to work** Mon 1.5HR 08:45-10:15 Tue 1.5HR 08:45-10:15 Wed 1.5HR 08:45-10:15 Thu 1.5HR 08:45-10:15 Fri 1.5HR 08:45-10:15 **Total** 7.5 hrs PW **Rate of pay -** £10.42 p/hr (paid weekly) **Your main responsibilities will include...


  • Derry, United Kingdom Brook Street Full time

    Brook Street Recruitment is working with our client in Derry/ Londonderry to recruit a Business Data Specialist This position is for a fixed term of 9 months to cover maternity leave Reporting to the Product Data Manager, the Business Data Specialist is responsible for ongoing business data functions, in a manner consistent with the Company's standard...

  • Supervisor

    1 week ago


    Derry, United Kingdom Max Casino Full time

    _**The Company**_ - We offer the Ultimate Casino Experience in Donegal, (Muff) Newry & Coleraine_ - **Job Title: Full time Supervisor**_ - Full time 33 - 44 hours_ - Rate per hour: £12.70_ - Paid Weekly - 4 week Rota_ - This is a fully flexible role, shifts are days, nights, weekdays and weekends._ **The Opportunity** MAX Casino is recruiting Full - time...


  • Derry, United Kingdom Public Practice Recruitment Ltd Full time

    Senior Client Manager Job Vacancy If you are an exceptional Senior Client Manager seeking a new challenge and believe you have the skills and experience to make a significant impact, we would love to hear from you. This Senior Client Manager job in Derry, Northern Ireland is an exciting opportunity for an ACCA/ACA qualified or QBE accountant and it...


  • Derry, United Kingdom Donnelly Group - Donnelly Group Maydown Site Full time

    This is an exciting time to join the Sales team in Maydown. Reporting to the Sales Manager you will be a key member of our well established successful sales team, focusing on maximising opportunities to ensure profitability targets are reached. **Does this sound like you?**- Excellent customer service skills and likes to work with people. Record of working...