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- Tasks: Engage with clients, resolve issues, and enhance their experience with our innovative learning solutions.
- Company: Join Moodle, a global leader in open-source digital learning, empowering educators and learners worldwide.
- Benefits: Enjoy flexible remote work, a supportive team culture, and a focus on work-life balance.
- Why this job: Make a real impact in education while collaborating with a diverse, passionate global team.
- Qualifications: Experience with Moodle LMS and customer support; familiarity with ticketing systems is a plus.
- Other info: Be part of a certified B Corp committed to using business as a force for good.
The predicted salary is between 28000 - 33000 £ per year.
1 week ago Be among the first 25 applicants
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Moodle with us!
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 let\’s transform education together!
Moodle with us!
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 let\’s 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
Most days in this role usually involve a mix of:
- 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
What\’s in it for you?
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 (yes, these are our company values!)
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
Learn More About Moodle
Moodle is the world\’s most trusted online learning solution, with a growing ecosystem of products and services, including Moodle Workplace, Moodle App, MoodleCloud, and more. The engine of our ecosystem is Moodle LMS, the secure and customisable open source learning management platform used by well over 300 million learners worldwide.
Find out more about us on our website.
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. Learn more in our Diversity & Inclusion Charter.
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Customer Service
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Industries
IT Services and IT Consulting
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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's products and services, especially the Moodle LMS. Understanding how it works and its features will help you engage more effectively during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former Moodle employees on platforms like LinkedIn. They can provide valuable insights into the company culture and the specifics of the Customer Support Agent role, which can give you an edge in your application.
✨Tip Number 3
Prepare to discuss your experience with ticket-based customer support systems. Be ready to share specific examples of how you've resolved issues in the past, as this will showcase your problem-solving skills and ability to handle customer inquiries.
✨Tip Number 4
Highlight any experience you have working in diverse teams or across different time zones. This is particularly relevant for a global company like Moodle, and demonstrating your adaptability can set you apart from other candidates.
We think you need these skills to ace Customer Support Agent
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Support Agent position at Moodle. Understand the key responsibilities and requirements, especially the importance of experience with Moodle LMS and customer support roles.
Tailor Your CV: Customise your CV to highlight relevant experience that aligns with the job description. Emphasise your familiarity with ticket-based support systems, CRM tools, and any experience you have in educational technology.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for education and technology. Mention specific experiences that demonstrate your problem-solving skills and ability to work collaboratively across teams, as these are crucial for the role.
Showcase Your Soft Skills: In your application, highlight soft skills such as communication, flexibility, and teamwork. These are essential for a Customer Support Agent, especially when working with diverse teams and clients across different time zones.
How to prepare for a job interview at Moodle
✨Know Your Moodle
Familiarise yourself with Moodle's 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 take ownership of problems and see them through to resolution, as this is crucial for a Customer Support Agent.
✨Showcase Team Collaboration
Since the role involves working closely with various teams, be ready to share experiences where you've successfully collaborated with others. Emphasise your flexibility and adaptability in diverse environments.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, support processes, and how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.
