Senior Technical Support Agent

On a day to day basis, you'll be responding to queries from our growing customer base, understanding what the customer is trying to achieve and making this happen for them. This role will involve providing a service to our global customers. Our Support Team must have a technical curiosity, being able to demonstrate a positive and optimistic approach to troubleshooting customer queries in a customer focused environment. They will offer assistance to our learners in accessing our platforms, being able to navigate and assist learners in participating in relevant learning.

Our people will become product experts and assist our system administrators in configuring their platform and advise on best practices.

The Customer Support team provides support 24 hours a day, 7 days per week and we are specifically looking for team members to cover the hours from 9am to 5.30pm., * Managing complex technical support tickets via both telephone and email from Learning Pool's customers.

• Following the agreed processes to resolve and/or escalate customer support tickets in line with our Service Level Agreement.
• Diagnosing and solving problems quickly and calmly
• Providing a first-class customer experience that is friendly and efficient
• Working as part of a high performing team to demonstrate the Learning Pool Values to both customers and colleagues

Do you have experience in Zendesk?, * SaaS / Cloud environment experience: You will have a minimum of 1 year's experience working within a SaaS or cloud-based environment, including hands-on troubleshooting of platform, configuration, and user-related issues.

• BI & analytics support capability: You will have experience supporting BI or analytics tools and interpreting data to support user needs.
• Technical escalation management: You will have demonstrable experience acting as an escalation point for complex or high-impact issues, applying sound judgement, structured problem-solving, and coordinating cross-functional resolution where required.
• Team development & knowledge sharing: You will have experience mentoring junior team members and contributing to knowledge base documentation.
• SLA & incident management: You will have managed SLAs and high-priority customer incidents, ensuring timely resolution.
• Communication skills: You will demonstrate excellent written and verbal communication skills across technical and non-technical audiences.
• Analytical capability: You will possess strong analytical thinking and attention to detail when diagnosing issues and delivering solutions.
• Systems & tooling experience: You will have experience using ticketing systems such as Zendesk, Jira, ServiceNow, or similar platforms.

Although not essential, it would be advantageous if you can demonstrate in the following:

• Experience troubleshooting across a Learning Management System (LMS)
• Experience troubleshooting on eLearning authoring tool
• Experience of SCORM and xAPI and content publishing workflows
• Familiarity with APIs (beyond just xAPI) or Webhooks.
• Experience with CSS/HTML for UI troubleshooting.

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.

Wherever you find ambitious companies investing in their people, you'll find Learning Pool Learning Pool creates learning experiences that deliver extraordinary employee performance outcomes for companies and their people. Global organizations choose Learning Pool for its comprehensive, data-driven digital learning solutions. Learning Pool's passion for impact, innovation, and people is why they stay. As a leader in e-learning innovation, we empower over 1,200 organizations globally and millions of learners through our engaging courses, advanced platforms, insightful analytics, and tailored content solutions. Our dedication to excellence is demonstrated by accolades such as Platinum Investors in People and triple Gold at the 2024 Learning Technologies Awards. We are also recognized as a Great Place to Work in the UK and North America 2024, and proudly hold B Corp certification, reflecting our commitment to social and environmental responsibility. Be it for onboarding, upskilling, compliance, or the whole business, Learning Pool develops an effective and agile workforce through learning. Wherever you find ambitious companies investing in their people, you'll find Learning Pool. 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. 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.