System Support Consultant

As a System Support Consultant within the Support Services team, you will work with both clients and internal teams to support clients during upgrades, and migrations to our Totara hosting Platform. Ensuring that new features, improvements and bug fixes are functioning as expected across a range of clients and configurations to ensure the quality of the Totara Direct platform.

You will help administrators and other client users to resolve queries, troubleshoot potential issues and explore how Totara can be used effectively. This might include answering “how do I” questions, investigating issues or potential bugs, or advising on potential new functionality.

The role requires a methodical and problem-solving approach, balancing technical understanding with the ability to explain solutions in clear, jargon-free language. You will work under general direction, managing your own workload, whilst knowing when to escalate more complex issues to colleagues. Collaboration with other teams such as Professional Services and Technical Services is essential to ensure a seamless client experience.

You will be expected to handle a range of issues, some routine and others more complex, and to make sound decisions within agreed guidelines. With strong communication and interpersonal skills, you will influence positive outcomes for clients, ensuring their queries are resolved efficiently and effectively while maintaining a consistently high level of customer service.

We actively adopt new tools and ways of working to improve the support experience. This includes using AI-enabled helpdesk features to triage and resolve queries more efficiently. You should be open to learning and applying these technologies to enhance your own performance and deliver the best possible outcomes for our clients.

Responsibilities:

• Conduct in-depth client-specific user acceptance testing during the minor point release and version upgrades.
• Document and track testing outcomes and resolutions
• Contributes to the continuous improvement of User Acceptance Testing processes and user documentation, ensuring testing consistency and user experience.
• Perform migration testing as clients transition to the Totara Hosting platform.
• Liaise with Technical Services and our clients to ensure issues are identified and addressed prior to upgrades.
• Support the creation and distribution of release notes to both internal teams and external clients to ensure all stakeholders are informed.
• Assist in the planning and coordination of the monthly release schedule, working with senior members of the team to ensure continuity of service.
• Communicate effectively with clients by email or Teams regarding the release cycle, including scheduling, and updates on planned activities.
• 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.
• 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

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Knowledge:

• An understanding of ITIL principles.
• Awareness of learning management systems (Totara or similar strongly preferred).
• Experience with ticketing/helpdesk systems, such as Freshdesk, Jira Service Management or Zendesk.
• Familiarity with user acceptance testing, system upgrades and software version management
• Awareness of LMS standards such as SCORM, xAPI and AICC.

Skills:

• Strong analytical and problem-solving skills with a keen eye for detail.
• 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.

Qualifications and experience:

• 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.