Technical Support Representative

Our client is an established yet growing eLearning provider.

Their Learning Management System is trusted by the NHS and Health & Social Care sector across the UK. Their goal is to provide a complete E-learning solution with everything you need in one easy to use place.

Client Details

Our client is an established yet growing eLearning provider.

Their Learning Management System is trusted by the NHS and Health & Social Care sector across the UK. Their goal is to provide a complete E-learning solution with everything you need in one easy to use place.

Description

We are looking for an experienced technical support professional with a proven IT background who can take on day-to-day responsibilities for managing all support queries through our ticketing system.

As part of this role, the candidate will need to communicate directly with our clients, both administrators and end users. We pride ourselves on our fast, friendly, and helpful manner towards help queries and support, so it is important that the candidate fits in with this ethos and builds up a good working relationship with our key clients and users.

Responsibilities

• Gathering relevant information to understand how customers use our platform and troubleshoot their issues
• Dealing with and tracking system issues through to resolution, within agreed time limits
• Communicating with customers and internal teams to ensure all issues are resolved
• Taking a logical and organised approach to problem-solving
• Proactively identifying ways of improving the products and services we deliver
• Liaising with development and sales teams

Profile

Essential Skills

• A proven background in an IT or technical support role
• Experience with a ticketing system eg, Jira
• Ability to diagnose and troubleshoot technical issues
• Good general IT knowledge - experience with different operating systems, browsers, and devices
• Willingness to learn and ensure an excellent understanding of the system and all the products
• A friendly and helpful email and telephone manner
• Organised, able to meet deadlines, work under pressure, and deliver on many things at once

Desirable Skills

• Understanding of web technologies
• Experience writing help articles and documentation for both internal and external use
• Experience testing web applications and providing feedback
• Experience with any programming projects/languages eg, HTML, CSS, JavaScript, C#, SQL
• Experience training and meeting customers via video call or face to face

Job Offer

• Competitive Salary
• Opportunities to learn new skills
• Working in dynamic teams
• Remote working once established
• Pension/Medical Cover