Technical Support Agent Dayshift
Technical Support Agent Dayshift
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Job Description
Wherever you find ambitious companies investing in their people youll find Learning Pool
Learning Pool is among the fastest growing elearning companies in the world servicing more than 2000 customers and 24 million learners globally. Our expert team creates the content and technology solutions that engage and empower modern leaders using pioneering technology and creative content that we build deliver and maintain. Were passionate about customer success and our customers trust us to deliver long lasting value a great return on investment and excellent customer service.
Learning Pool welcomes passionate people from all kinds of backgrounds. We are a diverse team working in offices and remotely across Europe and North America. We take great pride in our shared work and are committed to building great software in a sustainable way.
So if youve got what were looking for and the desire to join a team that values creativity and empowerment then get in touch. This role offers an excellent opportunity to get involved in and become part of the world of online learning.
About the role
On a day to day basis youll be responding to queries from our growing customer base understanding what the customer is trying to achieve and making this happen for them. This role will involve providing a service to our global customers. Our Support Team must have a technical curiosity being able to demonstrate a positive and optimistic approach to troubleshooting customer queries in a customer focused environment.
You will support our system administrators with the configuration of user data and course setup as well offering advice on how to across our products. You will also assist our learners in accessing/navigating our platforms whilst helping them to participate in relevant learning.
The Customer Support team provide support 24 hours a day 7 days per week and we are specifically looking for team members to cover UK Dayshift hours (from 9am to 5.30pm). Weekend working is included and expectation will be approx. 1 in every 8 weeks. The full time salary for this role is 24570.00 per annum.
For more information about our benefits and why you should join learning pool read more here:https://learningpool/whyworkforlearningpool/
Location: This role is fully office based in our Derry office.
What you will be doing
Roles and responsibilitiesinclude:
- Providing a first class customer experience that is friendly and efficient
- Responding to technical support tickets via telephone and email from Learning Pools customers
- Following the agreedprocesses to resolve and/or escalate customer support ticketsin line with our Service Level Agreement
- Diagnosing and solving problems quickly and calmly
- Developing excellent product knowledge by attending inhouse training completing selfpaced learningon the Learning Pool Academy reading weekly product release information
- Working as part of a high performing team to demonstrate the Learning Pool Values to both customers and colleagues
Who we are looking for
The successful candidate will demonstrate:
- Numeracy and literacy skills: You will have 5 GCSEs grade A to C including Maths and English or the equivalent
- Industry Experience: You will have atleast 6 months similar experience in a Technical Support or IT based role
- Service Orientation: You will be comfortable with helping our customers to find solutions to their queries and will have a logical approach to helping them resolve any problems via telephone and email.
- Eye for detail: Youll have fantastic attention to detail and accuracy in all that you do
- Calm under pressure: You will be level headed and comfortable working in a busy fastpaced environment
- Communications: You should be comfortable communicating in writing and verbally with a friendly professional telephone manner
Although not essential it would be advantageous to have the following:
- An IT Qualification
- Previous experience working from a ticketing helpdesk environment managing both email and telephone queries
Please note anyone who has applied within the last 6 months need not reapply.
Working at Learning Pool
With over 450 people across seven offices globally the Learning Pool team is filled with people who have a real passion for what they do and a fresh approach to partnering with customers.
Learning Pool is a Platinum Investor in People listed annually in the Great Places to Work for and wins numerous industry awards for our work with clients including the Queens Award for Enterprise (Innovation) and recent Brandon Hall Learning Technologies eLearning Industry Stevie Customer Service and Institute of Customer Service awards. In addition the Group is the only Strategic Leader offering Lower Total Cost of Ownership solutions in the 2022 Fosway Digital Learning 9Grid.
Closing date for receipt of applications is 5pm UK time on 11th April 2025.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
