Support Consultant

TN United Kingdom; London; Remote; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Support Consultant to join their dynamic Support Services team. This remote role will have you as the first point of contact for clients, providing second-line support for the Totara LMS and other products. You will utilize your strong analytical and problem-solving skills to address client queries, manage change requests, and collaborate with internal teams to ensure a seamless client experience. If you thrive in a supportive environment and are passionate about helping clients maximize their LMS solutions, this is the perfect opportunity for you to grow and make a difference.

Benefits

Enhanced Parental Leave

Professional Development Opportunities

Home Working Set-Up Allowance

Additional Paid Leave

Qualifications

• Experience with LMS standards like SCORM, xAPI, and AICC.
• Strong communication skills for client interactions.

Responsibilities

• Provide second-line support for Totara LMS and internal products.
• Manage client change requests and monitor support budgets.

Skills

Analytical Thinking

Problem-Solving

Communication Skills

Organizational Skills

Empathy

Tools

Freshdesk

Jira

Zendesk

Job description

The Support Services team provides our clients with the best second-line support, helping site administrators get the most out of their Totara LMS solution. As a support consultant, you will be the first point of contact for our clients following implementation. With a consultative approach, you will be responsible for supporting our clients with their questions, identifying and reporting system bugs, managing change requests, and even smaller project work and supporting client site upgrades.

Responsibilities:

• Provide second-line support for customised instances of Totara LMS, other Totara products, and our own internal products.
• Identify and escalate support queries to third line when relevant and in line with our ITIL Problem Management and Service Level Agreements.
• Communicate clearly and effectively with clients over email, Microsoft Teams, and telephone.
• Collaborate with other Think teams to accurately specify and scope customisation requests, particularly with the Professional Services Team following implementation to ensure a consistent client experience.
• Monitor support budgets and communicate risks with the Commercial team.
• Manage client change requests to completion.

Knowledge and Skills:

• An awareness of LMS standards including SCORM, xAPI, and AICC.
• Experience using a ticketing system such as Freshdesk, Jira, or Zendesk.
• An understanding of Service Level Agreements and ITIL principles for handling support processes.
• Strong analytical thinking and problem-solving skills to identify root causes of reported issues.
• Clear and professional communication skills, both in writing and verbally.
• Ability to write clear documentation, such as user guides for internal knowledge bases.
• Empathetic and patient in handling complex issues or frustrated clients.
• Committed to continuously updating your knowledge around the Totara LMS features and our own developments.
• Excellent organisational skills and able to prioritise and handle multiple client issues simultaneously.
• Knowledge of Totara LMS functionalities, configuration, and architecture would be a big plus!

Benefits and Perks:

• Enhanced Parental Leave.
• Professional Development Opportunities.
• New Joiner home working set-up allowance.
• Additional Paid Leave: Birthday off, Working days between Christmas and New Year's Eve.

This is a remote position based in the UK - some travel may be required occasionally to industry events and in-person meetings.