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Moodle with us!
At Moodle, we're on a mission to empower educators and learners worldwide with open, flexible, and innovative digital learning solutions. As the world's most customisable and trusted open-source LMS, we partner with schools, universities, and organisations to create better learning experiences for millions. If you're ready to make a real impact, and be part of a global movement shaping the future of learning, join us let's transform education together!
Moodle with us!
At Moodle, we're on a mission to empower educators and learners worldwide with open, flexible, and innovative digital learning solutions. As the world's most customisable and trusted open-source LMS, we partner with schools, universities, and organisations to create better learning experiences for millions. If you're ready to make a real impact, and be part of a global movement shaping the future of learning, join us let's transform education together!
About
The Role
As a Customer Support Agent, you'll be at the forefront of our client interactions. You'll provide comprehensive assistance, from resolving immediate problems to managing communication for upgrades, maintenance, and security updates. You'll also empower clients to fully leverage new features and innovative solutions. In this role, you'll have the opportunity to solve problems firsthand and collaborate with other teams when escalation is necessary.
This role is open within Europe.
What You'll Do
Most days in this role usually involve a mix of:
- Enthusiastically joining vibrant team sessions and events to collaborate and innovate
- Working closely with other Support team members, fostering a supportive environment
- Working dynamically with individuals across various teams, locations, and cultures, broadening your global experience
- Actively participating in regular 1-on-1 conversations, receiving mentorship and providing valuable feedback
- Contributing positively to engaging team projects, shaping the future of customer support
- Co-owning and actively adhering to the Support Team Agreement, ensuring a cohesive team dynamic
- Processing basic inbound support tickets and taking full ownership of resolutions, seeing them through to completion
- Collaborating with Triage Specialist (TS) Support Agents to escalate complex issues, expanding your problem-solving skills
- Consistently upholding Service Level Agreements (SLAs) within all support tickets, demonstrating your commitment to service excellence
- Developing and maintaining team-facing support documentation, contributing to knowledge sharing
- Proactively suggesting improvements to support processes and products, influencing positive change
- Accurately tracking billable and non-billable hours, managing your time effectively
We'd love to meet you
Especially if you can tell us about your:
- Experience with Moodle LMS, Moodle Workplace and LMS site administration
- Experience in a ticket-based Customer Support role
- Familiarity with software ticketing and CRM (Customer Relationship Management) tools including troubleshooting/ticket management
- Experience in creating and maintaining both internal and customer-facing process documentation
- Proven ability to work collaboratively with multidisciplinary teams and support project management efforts
Bonus points
- Experience in remote work environments and supporting web-based software products
- Background in product or service management, ideally within the Educational Technology sector
- Proficiency in other languages and the willingness to receive security clearance for government projects
What's in it for you?
Moodle has a globally diverse team with over 280 team members in more than 25 countries around the world. We've built a passionate team of hard-working, driven and diverse people from all over the world, united by a shared belief in the ability of our platform to make a positive difference to our world. We respect our colleagues and value an open and innovative workplace, filled with integrity and of course a…
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