Technical Support Specialist

Operam Academy is an established and fast-growing provider of education and training to the global construction industry. We help organisations to develop the capability and capacity they need to achieve their business goals for collaboration, innovation, and sustained success.

Our mission is to enable all construction industry professionals to acquire the knowledge they need to undertake their role in the management and collaborative production of information.

So far, we have educated 30,000+ industry professionals in over 65 countries and have an ambitious growth strategy to significantly increase our global reach.

The Opportunity

We are looking for a skilled Technical Support Specialist to join our team to provide exceptional 1st and 2nd line support to our online learning management system (LMS) customers and take a lead role in supporting our internal business systems.

This is a permanent full-time role, working 40 hours per week.

• Salary: £40,000, plus company and individual performance related bonus and workplace pension.
• Location: Remote or hybrid, with occasional travel to the head office in Letchworth.
• Holiday: 25 days, plus an added day every two years of service (up to 5 additional days).

The Role

Your key responsibilities will include (but are not limited to):

Customer Support:

• Provide 1st and 2nd line technical support to LMS customers.
• Troubleshoot and resolve technical issues related to the LMS platform.
• Escalate complex issues to higher-level support when necessary.
• Create and update user guides, FAQs, and other support documentation.
• Ensure timely and effective resolution of customer queries and issues.

Business Systems Support:

• Lead the support and maintenance of internal business systems, including the Microsoft 365 suite of tools.
• Collaborate with internal teams to identify and resolve system issues.
• Perform system upgrades, patches, and regular maintenance.
• Document and maintain system configurations and procedures.
• Identify opportunities to improve support processes and customer satisfaction.
• Participate in the development, automation and implementation of support tools, business systems and processes to enhance system performance and user experience.
• Keep up to date with the latest updates, features, and best practices.

You must have:

• At least 3 years of proven experience in a technical support role, preferably in an online training or educational technology environment.
• Lots of energy, a can-do attitude and a willingness to learn.

You should have:

• Proficiency in administrating learning management systems.
• Strong knowledge of the Microsoft 365 suite of tools, including Teams and SharePoint.
• Experience in documenting IT configurations and procedures.
• Experience of supporting business systems, such as HubSpot CRM, Zapier, Airtable and Copilot is a plus.

You should be able to demonstrate:

• Excellent language, communication and documentation skills.
• Excellent problem-solving and attention to detail.

Application Process

If you are passionate about technical support, and eager to make an impact, we would love to hear from you. Please submit your CV to katie.dognini@operam.co.uk.

Whilst the job posting is open, potential candidates will be invited to submit a cover letter outlining their interest in, and suitability for the role.

When the job posting closes, a longlist of potential candidates will be invited to introduce themselves to the Managing Director in a 15 minute conversation, during which you will be asked some administrative questions, and you will be able to ask any questions you may have.

A shortlist of potential candidates will then be called back for interview, where you will be asked a series of competency based questions and to share your experience in undertaking a similar role and responsibilities. Details will be provided prior to the interview.

If no further call backs are needed, then the successful candidate will be made an offer.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industries: Construction

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