Application Support Manager

The successful candidate will be responsible for both our Application Support and Product Specialist colleagues providing them with direction in their decision making to ensure we deliver the best outcome for our customers. Core responsibility will be to drive your team and business to resolve all non-tier 1 cases as quickly as possible and continually improve the quality of our technical responses and the level of communication between all support tiers and the customer.

You will be required to work closely with our Development, Product, Cloud Infrastructure, Professional Service and Support teams.

What you will be doing

Roles and responsibilities include:

• Be responsible for overseeing, guiding the team in alignment with organisational goals.
• Report and analyse the team and overall tier 2 and tier 3 case management to improve resolution time, response time, and communication
• Deliver a positive experience by proactively tracking all tier 2 cases through the case lifecycle and ensuring clear communication between all stakeholders.
• Work with Development and Product colleagues to tackle tier 2 backlog tickets.
• Work closely with the Customer Support Managers to upskill our tier 1 colleagues to expand our Product Coaching capabilities.
• Share and improve knowledge across all support tiers by creating technical and process documentation.
• Responsible for the completion of RCA's for all high severity issues within a 5 working day turnaround.

• Team Leadership: You will have experience in leading an application support or IT operations team
• Case management experience: You will have experience of effectively managing issues via a ticketing/case management system (such as JIRA or similar) to ensure regular communications between teams and that agreed resolution times are achieved.
• Service Orientation: You will be focused on delivering an exceptional customer experience.
• Critical thinking: You will have excellent analytical and problem-solving skills
• Communications: You have the ability to communicate to a high standard using multiple mediums (oral, written and interpersonal communication) with a knack for communicating technical information in a way that is clear and understandable to a non-technical audience.
• Organisational: You will have strong organisational and time management skills to ensure team are meeting SLA's
• Building relationships: You will have the ability to work in a collaborative and supportive environment across the wider team.

Although not essential, it would be advantageous to have the following experience:

• Experience with Confluence, JIRA, and Git
• Experience writing SQL and NOSQL queries
• Proficient with multiple computer operating systems - UNIX/Linux and Windows
• Knowledge of scripting or coding languages

Working at Learning Pool

The Learning Pool team is filled with people who have a real passion for what they do and a fresh approach to partnering with customers.

NEWREMOTE Wherever you find ambitious companies investing in their people, you'll find Learning Pool Learning Pool is among the fastest growing e-learning companies in the world, servicing more than 2,000 customers and 24 million learners globally. Our expert team creates the content and technology solutions that engage and empower modern leaders , using pioneering technology and creative content that we build, deliver and maintain. We're passionate about customer success and our customers trust us to deliver long lasting value, a great return on investment and excellent customer service. Learning Pool welcomes passionate people from all kinds of backgrounds. We are a diverse team working in offices, and remotely, across Europe and North America. We take great pride in our shared work and are committed to building great software in a sustainable way. So if you've got what we're looking for and the desire to join a team that values creativity and empowerment, then get in touch. This role offers an excellent opportunity to get involved in and become part of the world of online learning., Learning Pool is a Platinum Investor in People, listed annually in the Sunday Times Best Companies to Work For and wins numerous industry awards for our work with clients including the Queen's Award for Enterprise (Innovation) and recent Brandon Hall, Learning Technologies, e-Learning Industry, Stevie Customer Service and Institute of Customer Service awards.