This role is responsible for providing skilled support to customers for a range of applications with a particular focus on the Learning Management System (LMS) and products integrated with the LMS.
While being a technical role, the position involves a considerable amount of communication with both external and internal customers and teams.
Key Accountabilities
The key accountabilities of this role encompass duties that principally relate to the job purpose and may include other duties that are incidental or peripheral to the job purpose.
Duties of this role will include but are not limited to the following:
- Provide support to nominated contacts and partners via the support portal with followup by phone, and web conferencing as appropriate.
- Promptly take ownership, triage, and respond to tickets within agreed service levels.
- Take ownership of tickets as ticket volume requires to ensure compliance with service levels.
- Review customer tickets and issues for complete and specific information. Ask for information needed to reproduce the issue.
- Reproduce, troubleshoot, analyse, and resolve customer issues submitted through the support portal quickly and professionally.
- Provide functional support.
- Work within and across teams and regions to facilitate and resolve technical problems.
- Manage customer’s expectations regarding the status of their ticket through regular communication.
- Continuously assess and contribute to Knowledge Management by identifying and/or creating internal and external facing documentation including but not limited to knowledge base articles, and process documents.
- With manager approval, work on additional projects which positively impact the team or company in addition to other job responsibilities.
- Some out of hours or on call duties may be required and a general commitment to seeing client issues through to completion.
- Maintain current product knowledge and learn new products, new features, or new plugins as required.
Additional accountabilities for Senior Level:
- Complete all of the above responsibilities easily, consistently, and with exceptional quality
- Take ownership of more complex tickets and difficult customers
- Lead by example or provide mentorship to less experienced peers on how to handle customer tickets
- Ability to fill in for peer when they are out of the office, as well as providing leadership when needed if team lead is unavailable
Additional accountabilities for Principal Level:
- Complete all of the above responsibilities easily, consistently, and with exceptional quality
- Ability to understand a business need and then independently identify and implement a solution to a problem, process, or customer need
- Increased responsibility for working across teams as a resource available for advanced consulting and highly detailed product knowledge
- Responsibility for special projects and assignments outside of traditional job scope
Key Result Areas
Performance objectives are based on the key accountabilities above and are aligned to organisational and team objectives. Individual performance measures and behavioural standards will be discussed and reviewed on a periodic basis in accordance with the Open LMS Performance Development Policy and Procedure.
Job Authorities
- Assess client needs, determine appropriate course of action, and provide skilled responses in a timely manner
- Prioritize workload in reflection of customer needs and expected performance levels
- Decide when to request information from other staff
- Identify own development needs
Job Criteria
- Relevant tertiary qualification such as a B.Sc. in Computer Science or equivalent commercial experience.
- Strong written and verbal communication skills
- Fluent written and spoken English
- Passionate about customer satisfaction
- Demonstrated problem solving skills and ability to multi-task with frequent interruptions
- A general understanding of computer networks
- Excellent interpersonal skills and ability to work in teams
- Exceptional listening, written and oral communication.
- Ability to work with minimal supervision
- Customer focussed with an understanding that both internal and external customers require you to meet their needs in a professional and understanding manner.
- Good knowledge of Learning Management Systems (in particular Moodle)
- Experience working in education technology will be highly regarded
- Multi-lingual a plus (Spanish, Portuguese)
Additional job criteria for Senior Level:
- 2+ years experience in the Specialist role at Open LMS or 4+ years experience with Moodle as an administrator
- Ability to work completely independently
- Proven track record of quality customer service
- Highly respected by peers and customers alike
- Managerial discretion
Additional job criteria for Principal Level:
- 3+ years experience in the Specialist role at Open LMS or 5+ years experience with Moodle as an administrator
- Ability to work completely independently
- Proven track record of quality customer service
- Highly respected by peers and customers alike
- Well known and respected within the entire Open LMS organization as a subject matter expert and resource for a variety of projects both within and outside the traditional scope of this role
- Managerial discretion
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
