Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Assist clients with support tickets and enhance their experience with our platform.
- Company: Join Moodle, a global leader in digital learning solutions, empowering educators and learners worldwide.
- Benefits: Enjoy flexible remote work, a focus on wellbeing, and a vibrant team culture.
- Why this job: Make a real impact in education while collaborating with a diverse, passionate team.
- Qualifications: Experience with Moodle LMS and customer support roles is preferred; flexibility across time zones is essential.
- Other info: Moodle is a certified B Corp, committed to using business as a force for good.
The predicted salary is between 28000 - 33000 £ per year.
At Moodle, we're on a mission to empower educators and learners worldwide with open, flexible, and innovative digital learning solutions. As the world's most customisable and trusted open-source LMS, we partner with schools, universities, and organisations to create better learning experiences for millions. If you're ready to make a real impact and be part of a global movement shaping the future of learning, join us to transform education together!
About The Role
As a Customer Support Agent, you'll be at the forefront of our client interactions. You'll provide comprehensive assistance, from resolving immediate problems to managing communication for upgrades, maintenance, and security updates. You'll also empower clients to fully leverage new features and innovative solutions. In this role, you'll have the opportunity to solve problems firsthand and collaborate with other teams when escalation is necessary. This role is open within Europe.
What You'll Do
- Enthusiastically joining vibrant team sessions and events to collaborate and innovate
- Working closely with other Support team members, fostering a supportive environment
- Working dynamically with individuals across various teams, locations, and cultures, broadening your global experience
- Actively participating in regular 1-on-1 conversations, receiving mentorship and providing valuable feedback
- Contributing positively to engaging team projects, shaping the future of customer support
- Co-owning and actively adhering to the Support Team Agreement, ensuring a cohesive team dynamic
- Processing basic inbound support tickets and taking full ownership of resolutions, seeing them through to completion
- Collaborating with Triage Specialist (TS) Support Agents to escalate complex issues, expanding your problem-solving skills
- Consistently upholding Service Level Agreements (SLAs) within all support tickets, demonstrating your commitment to service excellence
- Developing and maintaining team-facing support documentation, contributing to knowledge sharing
- Proactively suggesting improvements to support processes and products, influencing positive change
- Accurately tracking billable and non-billable hours, managing your time effectively
Requirements
We'd love to meet you, especially if you can tell us about your:
- Experience with Moodle LMS, Moodle Workplace and LMS site administration
- Experience in a ticket-based Customer Support role
- Familiarity with software ticketing and CRM (Customer Relationship Management) tools including troubleshooting/ticket management
- Experience in creating and maintaining both internal and customer-facing process documentation
- Proven ability to work collaboratively with multidisciplinary teams and support project management efforts
- Demonstrated flexibility to accommodate working across diverse timezones.
Bonus points
- Experience in remote work environments and supporting web-based software products
- Background in product or service management, ideally within the Educational Technology sector
- Proficiency in other languages and the willingness to receive security clearance for government projects
Benefits
Moodle has a globally diverse team with over 280 team members in more than 25 countries around the world. We've built a passionate team of hard-working, driven and diverse people from all over the world, united by a shared belief in the ability of our platform to make a positive difference to our world. We respect our colleagues and value an open and innovative workplace, filled with integrity and of course a strong focus on education.
In addition to this you can expect:
- Taking on a genuinely flexible, distributed role, working from anywhere in the world
- A fantastic range of benefits, focusing on work-life balance, wellbeing and ‘choosing your own adventure.'
- Working with a global team on a worldwide platform and make a real difference
- As a certified B Corp, we are proud to be part of a global community of mission-driven companies dedicated to using business as a force for good
At Moodle we are an equal opportunity employer that actively supports diversity and inclusion in the workplace and prohibits discrimination and harassment of any kind. We're committed to fair recruitment and selection practices, ensuring we are drawing from a diverse range of sources to attract and select the very best person for the job.
Customer Support Agent employer: Moodle
Contact Detail:
Moodle Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Agent
✨Tip Number 1
Familiarise yourself with Moodle LMS and its features. Understanding the platform will not only help you answer client queries effectively but also demonstrate your genuine interest in the role during interviews.
✨Tip Number 2
Brush up on your ticketing system knowledge. Being well-versed in CRM tools and ticket management processes will give you an edge, as you'll be expected to handle support tickets efficiently.
✨Tip Number 3
Showcase your collaborative skills. Since the role involves working with diverse teams, highlighting any past experiences where you've successfully collaborated across different departments can set you apart.
✨Tip Number 4
Prepare for dynamic communication. As a Customer Support Agent, you'll need to engage with clients from various backgrounds, so practice articulating your thoughts clearly and empathetically to ensure effective interactions.
We think you need these skills to ace Customer Support Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in customer support roles and familiarity with Moodle LMS. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for education technology and your ability to empower clients. Mention specific experiences where you've successfully resolved customer issues or improved processes.
Showcase Problem-Solving Skills: In your application, provide examples of how you've handled complex customer queries or escalated issues effectively. This will demonstrate your capability to thrive in a dynamic support environment.
Highlight Team Collaboration: Emphasise your experience working collaboratively with diverse teams. Mention any specific projects or initiatives where you contributed positively to team dynamics and outcomes.
How to prepare for a job interview at Moodle
✨Know Your Moodle
Familiarise yourself with Moodle LMS and its features. Be prepared to discuss how you can help clients leverage these tools effectively, as this will show your genuine interest in the role and the company.
✨Demonstrate Problem-Solving Skills
Prepare examples of how you've resolved customer issues in the past. Highlight your ability to manage support tickets and collaborate with teams to find solutions, as this is crucial for a Customer Support Agent.
✨Showcase Team Collaboration
Moodle values teamwork, so be ready to share experiences where you've worked successfully within a team. Discuss how you contribute to a positive team dynamic and support your colleagues.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's culture, support processes, and future projects. This not only shows your enthusiasm but also helps you gauge if Moodle is the right fit for you.
