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Job offered: SUPPORT ENGINEER

Type: Full-time
Location: Chicago

Webanywhere Ltd. from UK, global partner of Moodle since 2006 now is looking for:


SUPPORT ENGINEER

(dedicated for the USA market)


For the role based in Chicago the main duties will be to offer first line support for Webanywhere's products: Moodle, Totara LMS and other e-learning solutions dedicated for our clients.


You will be working as part of a team on the support desk and assisting customers with requests for technical support via email, telephone and an online helpdesk.  Providing a high level of efficiency, speed and good service to maximise customer satisfaction and promote future sales. You will be an e-learning expert that can help our customers get the most out of their environments.

You will have daily and monthly targets as well as monthly learning objectives which will be reviewed at the end of the month and your performance will be measured against this.


Responsibilities

  • Ensure tasks assigned to you are dealt with promptly

  • Ensure communication with customers is helpful and efficient, in their preferred method

  • Following up support tasks logged by other colleagues promptly

  • Use your e-learning knowledge to help fix customer problems, and help them get the most out of their e-learning environments.

  • Acting as a first point of contact for minor complaints

  • Promoting additional products to customers and liaising with sales to ensure any such opportunities are followed up

  • Communicate well across departments and with management

  • Working to keep within the SLA and promote customer testimonials

  • Performing root cause analysis of customer issues

  • Ensuring all tasks are completed within SLAs.


Essential Skills

  • At least one year working with Moodle, Totara LMS or other e-learning applications

  • Excellent communication skills and customer service skills

  • Good organisational and problem solving skills

  • Experience in HTML & CSS in an e-learning environment

  • Willing to learn and pick up new skills quickly

  • Able to work well in a fast paced organisation and be a team player.


Desirable Skills

  • Experience of working in a customer service role

  • Experience of working to best practice support methodologies (ITIL knowledge is desirable)

  • Experience of working with a CRM system

  • Experience of working with the LAMP stack


The Package

  • Salary negotiable, depending on experience
  • Excellent opportunities for personal development
  • Friendly work atmosphere.



We are always looking for staff who are willing to go the extra mile for customers, who are dedicated to learning and personal development, and who are keen to work harder and smarter than our competitors.  Those with skill, enthusiasm and team spirit do not go unnoticed here, and there are always opportunities for promotion and reward based on performance.

If You want to familiarise with us, visit our website:

http://www.webanywhere.us/


Entry added by Aleksandra Dziewanowska - Tuesday, March 31, 2015, 7:09 PM
Last updated - Tuesday, March 31, 2015, 7:09 PM