Support Consultant, Totara Learning
More information about location
Talent development software so people can do their best work
Be an early applicant
Talent development software so people can do their best work
201-500 employees
Be an early applicant
More information about location
201-500 employees
Company mission
To make flexible solutions that adapt to an organisation's unique needs over time.
Role
Who you are
- 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
What the job involves
- 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
- 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
Salary benchmarks
Our take
Managing the upskilling processes, engagement levels, and performance insights of employees is essential to successfully scale a workforce, with various platforms existing to tackle each individual problem. However, the siloed nature of these platforms makes for a convoluted process that prevents a holistic understanding of workforce management, presenting a demand for a more unified solution.
Totara provides an all-in-one software platform for L&D, providing solutions for enterprises across desktop software, mobile applications, product extensions and integrations, and cloud applications. The platform is split into three interconnected toolsets - TotaraLearn for learning management and upskilling, TotaraEngage for uniting collaborative workforces, and TotaraPerform for the analysis, management, and actionable insights.
Despite strong competition in the L&D space, Totara continues to stand out by recognizing how deeply connected education, engagement, and productivity really are. The platform's new AI features, including OpenAI-powered content support, help teams learn smarter and collaborate effectively. With over 20M users in 140 countries and a major investment from growth equity firm Ternzing in late 2023, Totara is in a good position to keep innovating and leading the charge in workforce development.
Freddie
Company Specialist at Welcome to the Jungle
Insights
22% employee growth in 12 months
Company
Company HQ
City of London, London, UK
Leadership
Dave Cruickshank
(CEO)Previously spent over 9 years at ATCORE Technology as the CCO and CEO. They also spent almost 6 years at Concise as a Managing partner, 3 years at Yotel as an Acquisition and Development Director and 2 years at British Airways as the Head of eCommerce.
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