Technical Support Agent

With the largest and most flexible catalogue of learning content on the market we deliver a highly customised learning experience, at a fraction of the cost of a bespoke project. We support organisations globally with their training blend, including personalised learning, gamification and AI-driven performance support.

Due to the continuing growth of our business, Learning Pool is seeking to recruit people to provide technical support (based in our Derry office). Our Customer Success 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.
**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 Success 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.

Our people will become product experts and assist our system administrators in configuring their platform and advise on best practices.

The Customer Success team provide support 24 hours a day, 7 days per week and we are specifically looking for team members to cover the hours from 9.30pm to 8am. This role attracts a nightshift premium, with a full-time salary of £25,096.50 increasing to £26,396.50 after 6 months. This shift pattern will be based on a 4 day on, 4 day off rotation.
**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 and problem-solving complex tickets independently.
- 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 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
- 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.
- 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

**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 1,100 organisations and 5 million learners around the world.

Learning Pool is a Gold 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 2021 Fosway Digital Learning 9-Grid.

**QUESTION 1

**Question 2 If yes, can you describe the technical tasks that you had to undertake**

Location
Derry

Job Title
Technical Support Agent (Nightshift)

City
Derry

Country
United Kingdom