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- Tasks: Provide top-notch support to clients using our innovative learning platform.
- Company: Join a forward-thinking company dedicated to client success and collaboration.
- Benefits: Enjoy enhanced parental leave, private healthcare, and professional development opportunities.
- Why this job: Make a real difference by helping clients maximise their use of our platform.
- Qualifications: Experience in support roles and familiarity with LMS or helpdesk systems preferred.
- Other info: Be part of a diverse team that values inclusion and personal growth.
The predicted salary is between 36000 - 60000 £ per year.
Totara helps organisations around the world to learn, engage and perform through our open learning and talent development platform, Totara. As a trusted partner to our clients and our direct to client services, we are committed to delivering high-quality support to ensure they get the very best from their Totara platform.
As a Support Consultant within the Support Services team, you will be the first point of contact for clients after their system goes live. You will help administrators and other client users to resolve queries, troubleshoot potential issues and explore how Totara can be used effectively. This might include answering 'how do I' questions, investigating issues or potential bugs, or advising on potential new functionality. The role requires a methodical and problem-solving approach, balancing technical understanding with the ability to explain solutions in clear, jargon-free language.
You will work under general direction, managing your own workload, whilst knowing when to escalate more complex issues to colleagues. Collaboration with other teams such as Professional Services and Technical Services is essential to ensure a seamless client experience. You will be expected to handle a range of issues, some routine and others more complex, and to make sound decisions within agreed guidelines. With strong communication and interpersonal skills, you will influence positive outcomes for clients, ensuring their queries are resolved efficiently and effectively while maintaining a consistently high level of customer service.
We actively adopt new tools and ways of working to improve the support experience. This includes using AI-enabled helpdesk features to triage and resolve queries more efficiently. You should be open to learning and applying these technologies to enhance your own performance and deliver the best possible outcomes for our clients.
Responsibilities- Provide second-line support for customised instances of Totara and related products.
- Manage and resolve client support queries raised through our ticketing system.
- Troubleshoot issues, identify root causes and provide clear, user-friendly solutions.
- Escalate queries to senior colleagues where appropriate, ensuring accurate handover and tracking.
- Communicate effectively with clients by email, or Teams, maintaining a professional and empathetic approach.
- Contribute and maintain the Support Services knowledge base and client-facing support resources.
- Support on smaller client project work as required.
- Collaborate with colleagues across Support Services, Technical Services and Professional Services teams to deliver a consistent and joined-up client experience.
- Recognise opportunities to recommend additional services or solutions that could benefit clients.
- An understanding of ITIL principles.
- Awareness of learning management systems (Totara or similar strongly preferred).
- Familiarity with ticketing/helpdesk systems, such as Freshdesk, Jira Service Management or Zendesk.
- Awareness of LMS standards such as SCORM, xAPI and AICC.
- Strong analytical and problem-solving skills with the ability to identify root causes.
- Excellent communication skills, able to explain technical issues in clear, non-technical language.
- Ability to remain empathetic and patient when dealing with complex issues or frustrated clients.
- Organisational skills to prioritise and manage multiple issues simultaneously.
- Ability to contribute to shared knowledge bases and write clear user documentation.
- Experience in a support/helpdesk role, ideally in a SaaS or cloud-hosted environment.
- Knowledge of Totara or other LMS platforms desirable.
- ITIL Foundation qualification (or willingness to achieve this) preferred.
- Enhanced Parental Leave
- Private Healthcare
- Life Insurance 4x Salary
- Professional Development Opportunities
- Annual Wellbeing Allowance
- New Joiner home working set-up allowance
- Additional Paid Leave: Birthday off, Working days between Christmas and New Years Eve
We are committed to building a diverse, equitable and inclusive workplace where everyone feels they belong. We welcome applications from people of all backgrounds, identities and experiences, and we are happy to make adjustments to support you through the recruitment process - please just let us know.
Support Consultant in London employer: Totara Learning Solutions
Contact Detail:
Totara Learning Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Consultant in London
✨Tip Number 1
Get to know the company inside out! Familiarise yourself with Totara's platform and its features. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Tip Number 2
Practice your problem-solving skills! Think of common issues users might face and how you'd tackle them. Being able to demonstrate your analytical approach during interviews can really set you apart.
✨Tip Number 3
Brush up on your communication skills! You’ll need to explain technical concepts in a way that’s easy for clients to understand. Try explaining a complex topic to a friend or family member to practice.
✨Tip Number 4
Don’t forget to 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 team at Totara.
We think you need these skills to ace Support Consultant in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Support Consultant role. We want to see how you can help our clients get the best from their Totara platform!
Show Off Your Communication Skills: Since you'll be dealing with clients, it's crucial to demonstrate your ability to explain technical issues in a clear and friendly manner. Use simple language in your application to show us you can communicate effectively.
Highlight Problem-Solving Abilities: We love candidates who can think on their feet! Share examples of how you've tackled complex issues in the past, especially in a support or helpdesk role. This will show us you're ready for the challenges of the job.
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. We can't wait to hear from you!
How to prepare for a job interview at Totara Learning Solutions
✨Know Your Totara
Familiarise yourself with the Totara platform and its functionalities. Understand how it helps organisations learn and engage, as this will allow you to answer questions confidently and demonstrate your knowledge during the interview.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled complex issues in previous roles. Be ready to discuss your methodical approach to troubleshooting and how you communicate solutions clearly to clients, as this is crucial for a Support Consultant.
✨Practice Empathy and Communication
Think about scenarios where you've had to deal with frustrated clients. Practise explaining technical concepts in simple terms, as strong communication skills are essential for this role. Show that you can remain patient and empathetic under pressure.
✨Collaborate and Contribute
Be prepared to discuss how you’ve worked with other teams in the past. Highlight your ability to collaborate effectively and contribute to shared knowledge bases, as this will demonstrate your commitment to providing a seamless client experience.