At a Glance
- 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.
- Other info: Be part of a certified B Corp committed to using business as a force for good.
- 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.
The predicted salary is between 28000 - 33000 £ per year.
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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
At Moodle, we pride ourselves on being an exceptional employer, offering a flexible and inclusive work environment that empowers our diverse team to make a meaningful impact in the education sector. With opportunities for professional growth, a strong focus on work-life balance, and the chance to collaborate with passionate individuals from around the globe, joining us as a Customer Support Agent means becoming part of a mission-driven community dedicated to transforming learning experiences worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Agent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Moodle. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Moodle before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Agent
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Moodle:Your cover letter is your chance to shine! Tell us why you want to work at Moodle specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Moodle!
How to prepare for a job interview at Moodle
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
