Support Consultant

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.