Customer Support Consultant - LATAM (weekend availability required)

Moodle with us!

We're the world's most popular learning platform and we’re on a mission to empower educators to improve our world.

Due to some exciting company growth, we're in the process of expanding our current support team to provide Global Tier 1 support, including essential weekend emergency coverage as well as enhanced around the clock coverage for our other territories around the world. We're looking for passionate individuals to join our small but dynamic customer support team. This role will initially focus on supporting our MoodleCloud customers, with opportunities to collaborate across other products and services, enhancing your breadth and depth of product knowledge. As you grow with us, your responsibilities will extend to supporting our Moodle US and Moodle India division. In addition to handling support tickets, you'll play a pivotal role in refining our support processes and enhancing documentation to improve overall customer experience.

Find out about your new workplace...

Moodle builds and maintains the most trusted open-source learning management system in the world, serving over 250 million learners globally. Our ecosystem includes Moodle LMS, Moodle Workplace, and a network of services supporting hosting, customization, and support for educators and organizations worldwide.

We’ve built a passionate team of hard-working and driven people from all over the world, united by a shared belief in the ability of our platform to make a positive difference to our world.  We respect our colleagues and value an open and innovative workplace, filled with integrity and of course a strong focus on education (yes, these are our company values!).

Find out more about us on our website.

What your new job can look like…

With the pace of Moodle, no two days will ever be the same!  But most days will involve a mix of:

• Assisting MoodleCloud, Moodle US and Moodle India customers with tier 1 product questions, initial troubleshooting and escalating to tier 2 as necessary.
• Supporting other Moodle products and services with tier 1 inquiries as part of your development.
• Gradually developing the knowledge to troubleshoot tier 2 enquiries.
• Owning the assigned support shift, prioritizing tickets, and ensuring timely responses.
• Engaging in project work aimed at improving Moodle’s support processes, systems, and documentation.
• Starting and maintaining our weekend emergency support service to provide critical support when it’s needed most.

This role can be based anywhere in the LATAM Region! Just let us know where you are when you apply!

Requirements

We'd love to meet you…

Especially if you can talk to us about your:

• Weekend availability to cover our new emergency support
• Experience in a ticket-based Customer Support role
• Experience with software ticketing tools working with SaaS, PaaS or similar hosting solutions
• Experience writing and maintaining internal process documentation
• Experience writing and maintaining customer-facing process documentation
• Flexibility to occasionally work within diverse timezones
• C1 Advanced written and spoken level of English

You’ll sweep us off our feet if you have:

• (desirable) Experience with Moodle products or services
• (desirable) Experience working as part of a small support team
• (desirable) Experience in a remote working role
• (desirable) Experience using customer billing and invoicing software
• (desirable) Proficiency in other languages (especially Spanish)

Benefits

What's in it for you?

We’ve already talked about the importance we place on achieving our mission to empower educators to improve our world, our passion for our values and some of the cool things we are doing as a company.

So what about this?!

• A light-hearted, fun, irreverent and eclectic team of professionals
• A truly flexible working environment where you can work from home
• A learning environment where you have your own learning and development budget
• An opportunity for learning on the job and upskilling 
• The knowledge you are helping millions of people reach their goals
• We don’t believe in formal dress codes, bring your full self to work in your own style
• Plus, we’ll provide you with a competitive salary

Does all this sound good? If yes…

Click on the following link to apply

Add your resume and anything else you'd like to add… in English, please

Press send.

Moodle is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind: Moodle is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Moodle are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Moodle will not tolerate discrimination or harassment based on any of these characteristics. Moodle encourages applicants of all ages.

Last updated on Aug 26, 2024