Job Description

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

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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.

Essential Knowledge and Skills

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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.

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Qualifications and experience

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.

Perks and Benefits:

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