Technical Support Coordinator

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Delight customers daily as a technical support coordinator.

 

We're looking for a technical support coordinator to join our friendly product team. You'll be supporting clients to get the best from our learning platform, working closely with learning professionals at well-known organisations. You’ll be providing third line technical support and product guidance to users of Tessello, an award-winning web application delivering online training to thousands of learners. In a typical day, you’ll manage incoming helpdesk tickets, troubleshoot technical queries and work with the team to solve issues. You’ll also create user guidance materials and deliver training sessions to clients and learn all about our products and processes in structured, supportive onboarding.

This role is a great opportunity for career growth into product management, learning design or software development. If you’re curious about investigating complex technical problems and are confident communicating with a range of people, your skills will be vital to the success of the team and the product. You’ll be working alongside top notch development teams, digital creatives and senior stakeholders to help learners get the best of digital learning. If you have experience in technical support and an interest in learning technology, this role may be for you.

 

What you’ll be doing:

  • managing incoming support issues from clients' admin users, troubleshoot and resolve where possible

  • creating and delivering clear and engaging product guidance materials, including live and recorded video training sessions, to help clients and learners get the best from Tessello

  • maintaining a high-quality service by providing professional, accurate and timely responses to issues, in line with SLAs

  • managing expectations and maintaining a healthy client relationship throughout the support process

  • implementing support tools and systems, such as helpdesks and team chats, in the most effective way to ensure smooth running and good collaboration

  • improving best practice processes for the support function.

 

What we’re looking for:

  • experience in a fast-paced, customer-facing role

  • knowledge of helpdesk ticketing tools (such as Zendesk, service now, remedy)

  • the ability to work collaboratively with colleagues in software development or similar

  • basic server and database skills (solving issues, not coding) using Windows Server and SQL

  • experience or the ability to produce good written customer-facing communication.

 

About Capita Learning:

Capita Learning is a leader in Learning and Development Transformation. Our expertise covers everything from strategic learning consultancy to managed learning services, curriculum design and training delivery to digital and competency management. We also specialise in apprenticeships and pre-employment programmes. You’ll be joining a team who are passionate about innovation and who take pride in making learning and training the best experience possible.

 

What’s in it for you?

  • salary of up to £28,000

  • 23 days’ holiday (rising to 27) with the opportunity to buy extra leave

  • fully home-based role with IT equipment provided

  • company-matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more

  • voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

  • the opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

  • access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform


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