Technical Support Specialist (LEO) UK, Brighton, London, Sheffield, Remote

LEO are world-leaders in learning, creating award-winning content and building enterprise-scale ecosystems that meet the needs of today’s learners. We work with a huge-range of global corporations, government, public sector and charitable organisations.

We are looking for a passionate Customer Support Engineer to join our UK team in supporting a wide variety of learning technology & web applications. Reporting into the Support Lead, the successful candidate would be responsible for delivering a first-class customer support experience, solving complex client issues, and ensuring SLA’s and excellent customer satisfaction are consistently maintained.

Flexibility is needed for OT, OOH and weekend support services.

We’re looking for someone who is passionate about delivering first class customer experiences for solutions that exceed our customer’s expectations, through applying your technical skills to investigating and solving challenging problems, whilst also delivering amazing service for our customers.

Working as part of a small team, you’ll take on responsibility for a wide variety of solutions, ideally we’re looking for experience in:

• Delivering a first-class customer experience ensuring high levels of customer satisfaction
• Supporting our customers’ deployments/service post deployment
• Owning the logging, response, investigation, and resolution to a variety of customer issues
• Reporting on client issues both internally and to customers, including producing trend and stats analysis
• Coordinating within a team to aid in the resolution of customer issues
• Managing customer expectations & relationships
• Scheduling and briefing a range of company resources to ensure timely completion of support issues
• Maintaining accurate and up-to-date logs of support activities
• Ensuring regular communication with customers
• Raising breaches of SLA in a timely manner
• Communicating effectively with all levels of company and client staff
• Following ITIL best practice
• Managing invoices & contract renewals with existing clients for support services
• Joining our on-call engineer rota to provide out-of-hours support for critical service issues
• Maintaining suitable deployment-specific support documentation
• Screen sharing, for the purposes of issue diagnosis, training, and demoing

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.