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- Tasks: Provide top-notch technical support to our global customers and troubleshoot queries.
- Company: Join Learning Pool, a fast-growing e-learning company with a diverse team.
- Benefits: Competitive salary, unsociable hours premium, and additional shift allowances.
- Other info: Dynamic work environment with opportunities for growth and development.
- Why this job: Be part of a passionate team making a real impact in online learning.
- Qualifications: 5 GCSEs including Maths and English; 6 months in a similar role preferred.
The predicted salary is between 34075 - 34075 £ per year.
Wherever you find ambitious companies investing in their people, you’ll find Learning Pool. Learning Pool is among the fastest growing e-learning companies in the world, servicing more than 2,000 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. We’re 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 you’ve got what we’re 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, you’ll 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 as offering advice on "how to" across our products. You will also assist our learners in accessing and navigating our platforms whilst helping them to participate in relevant learning.
The Customer Support team provides support 24 hours a day, 7 days per week and we are specifically looking for team members to cover UK Evening shift hours (from 3.30pm to 12.00am). Weekend working is included and expectation will be approximately 1 in every 6 weeks. The full time salary for this role is £34,075.75 per annum which will include an unsociable hours premium. In addition, approximately 1 in every 6 shifts you will be asked to cover on-call hours between 12am and 7am. This will come with an additional shift allowance and call out fee.
Location: This role is fully office based in our Derry office.
What You Will Be Doing
- Providing a first class customer experience that is friendly and efficient
- Responding to technical support tickets via telephone and email from Learning Pool’s customers
- Following the agreed processes to resolve and/or escalate customer support tickets in line with our Service Level Agreement
- Diagnosing and solving problems quickly and calmly
- Developing excellent product knowledge by attending in-house training, completing self-paced learning on 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
- 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 at least 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: You'll 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 fast-paced 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 help-desk 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
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 Sunday Times Best Companies to Work For and wins numerous industry awards for our work with clients including the Queen’s Award for Enterprise (Innovation) and recent Brandon Hall, Learning Technologies, e-Learning Industry, Stevie Customer Service and Institute of Customer Service awards.
Closing date for receipt of applications is 5pm UK time on 17th April 2026.
Technical Support Agent (Evening Shift) in Derry employer: Learning Pool
Contact Detail:
Learning Pool Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Agent (Evening Shift) in Derry
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into Learning Pool's mission, values, and recent projects. This will not only help you answer questions but also show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be dealing with customer queries, brush up on common technical issues related to e-learning platforms. Being able to demonstrate your problem-solving abilities can really set you apart.
✨Tip Number 3
Show off your communication skills! Whether it's through a mock interview or chatting with friends, practice explaining complex ideas simply and clearly. A friendly and professional manner is key in customer support roles.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the Learning Pool family. Don’t miss out on this opportunity!
We think you need these skills to ace Technical Support Agent (Evening Shift) in Derry
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for customer support and technology shine through. We love seeing candidates who are genuinely excited about helping others and solving problems!
Tailor Your Application: Make sure to customise your application to highlight your relevant experience in technical support or IT roles. We want to see how your skills align with what we do at Learning Pool, so don’t hold back!
Be Clear and Concise: Keep your writing clear and to the point. We appreciate a well-structured application that makes it easy for us to see your qualifications and experience without wading through unnecessary fluff.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Learning Pool
✨Know Your Stuff
Make sure you brush up on Learning Pool's products and services. Familiarise yourself with their e-learning solutions and how they empower customers. This will show your genuine interest and help you answer questions confidently.
✨Show Your Customer Service Skills
Prepare examples from your past experiences where you've successfully resolved customer issues. Highlight your calmness under pressure and your ability to communicate effectively, as these are key traits for a Technical Support Agent.
✨Practice Problem-Solving
Think of common technical issues that users might face and how you would troubleshoot them. Being able to demonstrate a logical approach to problem-solving during the interview will impress the hiring team.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your service orientation and attention to detail. Practice responding to hypothetical situations where you need to assist a customer, showcasing your friendly and professional manner.