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Form of work
SalaryAbout LPG
“Keeping global communities educated, protected and safe by innovating and embedding dynamic and immersive learning, compliance and people technologies in organisations dedicated to our collective wellbeing and security”
LPG offer a range of products to “blue light” service organisations including Fire, Police, NHS and Local Authorities. These products include:
Software: Learning management system (LMS) technology, competence management software and VR simulation platforms
Services: Support services, training, onboarding and consultancy and advice, customer focused policies and processes.
Content: e-learning content and 3D content services
Innovation: Product roadmap developments, upgrades and patches, proof of concept developments
The Group are located across the UK and in Holland with offices in Farnborough, Edinburgh and Delft.
Role Aim
The overall aim of the role is to provide excellent first and second line Customer Support for a range of LPG software products, working initially to support pdrPro Competency Management Platform, but to provide support and cover to other systems as appropriate.
Key Areas of Responsibility
Service Desk Support
Following standards and processes for service desk support
Working with colleagues on consistent approaches to how we prioritise, handle, manage and resolve L1/2/3 issues and incidents
Triaging calls and working with colleagues on the effective prioritisation of L1/2/3 issues and incidents
Delivering resolutions within SLAs
Resolving/fixing level 1 and 2 issues as appropriate
Implementing database changes and fixes as appropriate
Escalating issues as needed and as per company protocol
Working with colleagues to handle critical incidents
Delivering effective frontline customer communications to include effectively managing customer expectations
Providing day to day support and cover to other frontline support operators as needed.
Product Interest and Expertise
Developing a deep understanding LPG products in particular the pdrPro system
Supporting the development of the LPG academy e.g. content for the knowledge bank, self-serve 1st line support etc.
Proactive Customer Relationship Building and Engagement
Building positive long-lasting relationships with customers
Communicating effectively with customers and managing expectations
Working cross team to develop a proactive approach to ongoing Customer Support engagement
Customer Support Success
Taking personal responsibility and accountability for the success of your Customer Support actions and advice
Customer Insights / Continuous Improvement
Taking a proactive approach to gathering customer feedback and customer insight to contribute to an ongoing plan of continuous improvement to our products and support services.
Cross Team Working / Communications
Embracing cross team working and delivering effective cross team communication on all things related to Customer Support
Acting as a key, positive member and contributor of the LPG team
Supporting cross company events and activities
Living and breathing the values and behaviours of the Group
Skills and Experience
We are looking for experience of:
Delivering first and second line support to end users and customers
Effectively using service desk systems and support tools
Logging tickets and managing tickets through to resolution
Providing first and second line support services for software enterprise platforms
Some technical coding background, knowledge and experience e.g. T-SQL and SQL coding skills, HTML, Javascript would be advantageous
Excellent communication skills (verbal and written)
Working collaboratively and positively with internal and external stakeholders
