Support Consultant

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October 24

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Valamis

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Education • SaaS • Enterprise

Valamis is a learning platform company that helps organizations understand how their employees learn best. It provides a versatile solution for corporate learning, with use cases in employee onboarding, compliance training, skills management, and more. Valamis aims to drive growth and innovation across industries, with a focus on sectors such as manufacturing, healthcare, public sector, business consulting, and technology software. The platform is designed to be cost-efficient and easy to use, enabling businesses to manage learning and development under one system. Valamis has received awards for its technology and is trusted by various teams to build active learning communities and improve engagement.

51 - 200 employees

📚 Education

☁️ SaaS

🏢 Enterprise

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ 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