Support Technician

Hello!

Thanks for clicking through to apply: we look forward to hearing from you. Please note that while this is a remote first role we can only consider applicants  who are based in (and who have the right to work in) the UK or Republic of Ireland.  

Before you complete your application, please take a look at our careers page, where you will find lots of information on the hiring process and some tips for completing your application. Our website also provides information on our mission, vision and values and more about the great work we do in 1Team!

This is an opportunity for a customer-focused Support Technician with a minimum of 2 years experience in a similar role to join the team at Synergy Learning. With a special focus on our Moodle LMS, Moodle Workplace, and Totara platforms, you will play an instrumental role in
ensuring our customer base receives unparalleled support with an optimal experience with our
products and services. The Support Technician is responsible for providing world-class technical support to our customers. This entails resolving customer queries, troubleshooting technical issues, understanding customer needs, and delivering outstanding service.
Working closely with Consultancy and System Circles, this role ensures seamless transitions and
addresses complex cases. A knack for quickly understanding new concepts is essential, guaranteeing that if there's something
they don't know, they'll soon figure it out.

If a positive and inclusive culture with the incredible flexibility that remote first working brings appeals to you,  we just might be exactly what you are searching for! 

Expected Process & Timeline

• Closing date & Shortlisting completed: 26.01.26


• Interviews: w/c 26.01.26 & w/c 02.01.2

Key Responsibilities

• Provide world-class technical support to customers, addressing their queries via phone, video & support portal on Moodle LMS, Moodle Workplace, Totara TXP, and related learning technologies.


• Troubleshoot and resolve technical issues using various methods, and collaborate with direct and indirect circle members on complex problems.


• Understand customer needs and offer solutions aligned with their service level.


• Analyse customer feedback to identify potential product enhancements or improvements.


• Manage application integration & configuration with third-party applications & services.


• Handle installation, configuration, updating, and upgrading of applications.


• Work closely with implementation consultants, ensuring smooth project handovers and addressing complex cases promptly.


• Actively participate in our performance enablement programme through positive engagement in 1-2-1s, skills acquisition, and achieving agreed goals.


• Engage in special projects to continuously improve the support circle’s effectiveness.


• Contribute actively to a knowledge base, ensuring that solutions and best practices are shared and accessible.


• Proactively call customers to expedite the resolution of their cases, enhancing their experience.


• Collaborate with the systems circle for triaging technical issues, providing support, and gathering valuable feedback for improvements.


• Work towards ensuring the highest level of security and performance of systems.

Essential Criteria - You must have:

• Residency, along with right to work in UK or Ireland 


• 2 years experience with Moodle LMS, Moodle Workplace and Totara


• A proven track record in a customer support role, handling complex cases

Valuable Experience - We would love you to have:

• Fluency in both German and English, with a professional written and verbal standard


• A basic understanding of GIT and version control


• Preliminary knowledge of web-hosting technologies


• Experience with the Linux OS


• Certifications relevant to our platforms or customer support best practices.


• A passion for continuous learning and improvement in the support field


• Experience with support delivery platforms and methodologies

We are looking for someone who can demonstrate:

• Has a genuine passion for resolving customer issues and facilitating smooth project handovers


• Has excellent interpersonal, verbal and written communication skills


• Has strong analytical and problem-solving skills


• Has a keen desire to learn and a robust interest in technology


• Has strong organisational and multitasking skills, with a high level of accuracy and attention to detail


• Has the ability to work under pressure and meet tight deadlines


• Has the ability to work independently yet also team-orientated with developed collaboration skills


• Has the ability to work autonomously, maintaining best practices and attention to detail.


• Is proficient in implementing new technologies or processes within a support environment


• Is competent in documenting processes and procedures comprehensively


• Can show initiative to identify personal knowledge gaps and engage in self-learning to address these.


• Has a hunger for learning and a demonstrable track record of engaging with continuous professional development or experiential learning.


• Has the ability to excel in a remote first environment


• Is willing  to co-locate from our Belfast Hub from time to time.
  

Relationships & Reporting:

• Directly reports to: Lead Support Engineer


• Collaborates with: Support, Consultancy, Sales and Systems Circles.