Customer Support Technician

Trades Workforce Solutions; Belfast; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

A customer-focused technology company is seeking a Moodle-Totara Support Technician. This remote-first role requires at least 2 years of experience with Moodle LMS, Moodle Workplace, and Totara. Responsibilities include providing world-class technical support to customers, troubleshooting issues, and collaborating with various teams. The ideal candidate will have a proven track record in customer support and strong analytical skills. Join us to contribute to our mission of delivering optimal solutions and support experiences.

Benefits

Flexible working hours

Collaborative workspace in Belfast

Professional development opportunities

Qualifications

• Minimum 2 years experience with Moodle LMS, Moodle Workplace, and Totara.
• Proven track record in handling complex customer support cases.
• Fluency in both German and English is a plus.

Responsibilities

• Provide technical support to customers via phone, video, and support portal.
• Troubleshoot and resolve technical issues collaboratively.
• Manage installation and configuration of applications.

Skills

Customer support experience

Technical issue troubleshooting

Collaboration

Analytical skills

Tools

Moodle LMS

Moodle Workplace

Totara

Linux OS

GIT

Job description

Overview

Moodle-Totara Support Technician – Remote first, flexible working. Salary: £30,000 – £35,000 per annum.

1Team is who and what we are. We’re collaborative professionals with the technical expertise and know‑how to make a real and lasting difference through the power of learning. We’re inspiring each other to create impactful solutions that set us apart from our competitors and champion sustainable growth for our customers. Our belief in diversity, commitment to inclusivity, and dedication to what we do brings us together to achieve extraordinary things. We are 1 Team working together.

We are a remote‑first business with a fantastic collaborative Hub in Belfast’s Titanic Quarter, which we use for our quarterly All Hands meetups and to work collaboratively together when desired.

About the Team

This role is a customer‑focused Support Technician with a minimum of 2 years experience in a similar role, specialising in our Moodle LMS, Moodle Workplace, and Totara platforms. You will play an instrumental role in ensuring our customer base receives unparalleled support with an optimal experience with our products and services.

Responsibilities

• Provide world‑class technical support to customers, addressing queries via phone, video, and support portal on Moodle LMS, Moodle Workplace, Totara TXP, and related learning technologies.
• Troubleshoot and resolve technical issues using various methods, and collaborate with direct and indirect circle members on complex problems.
• Understand customer needs and offer solutions aligned with their service level.
• Analyse customer feedback to identify potential product enhancements or improvements.
• Manage application integration and configuration with third‑party applications and services.
• Handle installation, configuration, updating, and upgrading of applications.
• Work closely with implementation consultants, ensuring smooth project handovers and addressing complex cases promptly.
• Actively participate in our performance enablement programme through positive engagement in 1‑2‑1s, skills acquisition, and achieving agreed goals.
• Engage in special projects to continuously improve the support circle’s effectiveness.
• Contribute actively to a knowledge base, ensuring solutions and best practices are shared and accessible.
• Proactively call customers to expedite case resolution, enhancing their experience.
• Collaborate with the systems circle for triaging technical issues, providing support, and gathering valuable feedback for improvements.
• Work towards ensuring the highest level of security and performance of systems.

Relationships & Reporting

• Directly reports to: Lead Support Engineer.
• Collaborates with: Support, Consultancy, Sales and Systems Circles.

Essential Criteria

• Residency, along with right to work in UK or Ireland.
• Minimum 2 years experience with Moodle LMS, Moodle Workplace and Totara.
• Proven track record in a customer support role, handling complex cases.

Valuable Experience

• Fluency in both German and English, with a professional written and verbal standard.
• Basic understanding of GIT and version control.
• Preliminary knowledge of web‑hosting technologies.
• Experience with Linux OS.
• Certifications relevant to our platforms or customer support best practices.
• Passion for continuous learning and improvement in the support field.
• Experience with support delivery platforms and methodologies.

Additional Qualifications

• Genuine passion for resolving customer issues and facilitating smooth project handovers.
• Excellent interpersonal, verbal and written communication skills.
• Strong analytical and problem‑solving skills.
• Keen desire to learn and robust interest in technology.
• Strong organisational and multitasking skills, with a high level of accuracy and attention to detail.
• Ability to work under pressure and meet tight deadlines.
• Team‑oriented with developed collaboration skills.
• Ability to work autonomously, maintaining best practices and attention to detail.
• Proficiency in implementing new technologies or processes within a support environment.
• Competent in documenting processes and procedures comprehensively.
• Initiative to identify personal knowledge gaps and engage in self‑learning.
• Hunger for learning and demonstrable track record of engaging with continuous professional development.
• Ability to excel in a remote‑first environment.
• Willingness to co‑locate from our Belfast Hub from time to time.

Benefits and Perks

Explore the full range of benefits and perks on our benefits page.

Apply

If you are suitably qualified and experienced and you think you would like to join us, we would love to hear from you! Here’s how you can apply:

• Follow the link ‘Apply Now’ to begin your application.
• Upload and attach a copy of your up‑to‑date CV.
• Attach a cover letter explaining why you’re the best person for this role, outline your career objectives and how Synergy Learning can help you fulfil them.
• Answer the supplementary questions as best you can and submit your application: easy!
• We will respond to every applicant and our People Circle will contact you to arrange an interview if your skills and experience are a strong match for the role.

Data Protection

By applying for this position, you agree that we can process your data. We process this data for recruitment purposes only. We store this data in our Applicant Tracking System, which stores data in the U.S. and is fully compliant with EU data protection laws, and we will not share it with anyone else. We would like to keep this data until our open role is filled. We cannot estimate the exact time period, but we will consider this period over when a candidate accepts our job offer for the position for which we are considering you. When that period is over, we will either delete your data or inform you that we will keep it in our database for future roles. Here’s a link to our privacy policy: https://bit.ly/2KzSF6W. In this policy, you will find information about our compliance with GDPR. You can find how to send us a request to let you access your data that we have collected, request us to delete your data, correct any inaccuracies or restrict our processing of your data. You can contact our DPO at [e-mail] for more information.

Equal Opportunities

We are an equal opportunities employer and welcome interest from all suitably qualified individuals. We always recruit on merit alone, but as we are currently underrepresented by females in our workforce, we would particularly like to encourage women to apply.

If you are disabled, and/or require any reasonable adjustments to assist you in applying for this role, or in due course, attending an interview, please let us know and we will do all we can to facilitate the request(s).