Client Care Analyst
eThink Education

Is this the job for you?

Is this the job for you?

* If you are an energetic go getter who never gives up on a problem until it is solved, we want you!

* If you crave variety, new challenges, and a fun work environment with an awesome team in a growing business with tons of career potential, this could be the job you’ve been looking for!

* If you want a team that was working remotely before COVID, working remotely during COVID, and will be working remotely after COVID, this is team for you! 

* If your idea of a good day includes gently untangling client needs, troubleshooting reported issues, anddigging in to new areas and researching solution, then this is the place for you!

 

Who We Are: eThink Education is a rapidly growing technology company with a passion for customer service. We work in education technology, so you or your family might already be using our products in K-12, Higher Education, or Corporate applications. Our product is cloud based and open source, which means we are fresh and fun – not a bureaucratic crew of outdated stuffed shirts sitting around tweaking screens on some software originally developed before WiFi.

What would you do:

·         Know Moodle, Moodle Workplace, and Totara inside and out

·         Provide Tier 2 functional and basic technical support to Moodle and Totara clients

·         Become involved in the Moodle HQ and Totara communities 

·         Gain experience with a variety of partners and tools that integrate with Moodle/Totara

·         Get to know our clients and their individual needs

·         Develop training materials and articles for client-facing knowledge base

·         Work alongside eThink’s 5-star service team to solve client issues

·         Develop internal resources within our Wiki

·         Use our Ticket Management System to manage client interactions

 

What we need from you:

·         A minimum 2 years’ experience supporting Moodle or Totara as an administrator

·         Bachelor’s Degree or equivalent higher education or a really good story!

·         2-3 years’ experience with software customer support 

·         Experience with educational technology in one or more learning environments (K12, Higher Ed, Workplace)

·         We’d really love you if you also had any of the following: you’ve hosted Moodle on your local PC, you have SQL skills, you’ve worked with SAML, oAuth, SMTP, or CSS

·         Superior email and phone communication skills with an affinity for customer service

·         Strong problem-solving and analytical skills