Customer Support Agent

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.