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Support Agent

2 weeks ago

Remote, Czech Republic PR Talent Full time

We are looking for a person who will combine two roles:

  • Functional Support Agent - responding to client questions regarding the Totara platform, assisting with configuration, troubleshooting functional issues, and training users.
  • Support Team Coordinator - ensuring timely ticket handling, coordinating the team's work, keeping information in the ticketing system up to date, and facilitating communication between the client and the technical team.

Key Requirements

  • MUST: Minimum 1 year of experience as a Totara or Moodle administrator (knowledge of configuration, user management, and reporting).
  • MUST: Experience working in IT environments - understanding processes, software development lifecycle, and working within technical teams.
  • Ability to diagnose functional issues and find solutions.
  • Strong organizational skills and attention to detail.
  • Proficient English (minimum B2) - both written and spoken.

Nice-to-Have Skills

  • Experience working in a technical support or helpdesk team.
  • Familiarity with ticket management tools (e.g., Jira, Zendesk).
  • Experience working with business clients.
  • Basic knowledge of system integrations and APIs.

Our client, a leading international company in the e-learning space, is looking for an experienced Support Agent to join their innovative and collaborative team. This role offers the opportunity to work on cutting-edge learning management solutions while enjoying a flexible, people-first work environment. 

We'd love to hear from you if you're passionate about technology, problem-solving, and driving product excellence

You will be a key link between the client and our development team -  ensuring both high-quality support and smooth information flow.

Why You'll Love Working Here? Our client fosters a supportive, inclusive culture that promotes both professional growth and personal well-being. Here's what makes this role special:

  • Flexibility to work from anywhere with optional office access if located nearby.
  • Flexible hours, a work schedule that aligns with your life.
  • Paid vacation for B2B contracts to maintain work-life balance.
  • Ongoing opportunities for career growth and professional development.
  • Private medical insurance

Interested? If this sounds like the next step in your career, don't hesitate to apply

Whether you're ready to take on the role or have more questions, we'd love to connect with you.

,[Responding to client questions regarding platform functionality., Assisting with configuration, customizations, and optimal system usage., Diagnosing and resolving functional issues., Escalating technical issues to the appropriate teams., Monitoring and prioritizing tickets in the ticketing system., Maintaining order in the ticketing system and ensuring tickets are updated promptly., Collaborating with the support team to ensure timely ticket resolution., Verifying completeness of tickets before passing them to the technical team (ensuring all necessary information from the client is included)., Communicating with clients to obtain additional information or provide status updates., Participating in client meetings and calls as needed., Preparing regular reports on ticket status and team performance.] Requirements: Totara/Moodle, Experience working in IT environments, Ability to diagnose functional issues, Strong organizational skills , Ticket management tools, Experience working in a technical suppor, Experience working with business clients, Basic knowledge of system integrations Tools: . Additionally: Private healthcare, Remote work, Career growth, Work-life balance, Flexible working hours, Paid vacation.