Role Purpose

Provide administration-level (not end-user) support for Kineo's client learning platforms, with a primary focus on Totara Learn (built on Moodle) and the specific customisations developed by Kineo.

The Platform

Consultant is the client's go-to expert for how their platform works: investigating and resolving functional issues, escalating technical problems to the development team, and helping clients get the most out of their solution. The role is key to the overall client experience and to the continued growth of Kineo Latam.

Key Responsibilities

Area

Responsibilities

Platform Expertise & Administration

- Become an expert in the software solutions offered by Kineo, mainly the Totara Learn application and Kineo-specific customisations.
- Perform administration-level configuration and management of client platforms (users, audiences, courses, programs, certifications, reports, roles and permissions).
- Build working knowledge of each client's specific solution, configuration and business context.

Client Support & Issue Resolution
- Investigate issues raised by clients and, where necessary, identify the root cause.
- Provide a fix or advice for functional issues where possible, and escalate technical problems to the development team with clear, reproducible information.
- Manage tickets and work time effectively so that tasks are actioned and resolved within agreed timeframes.

Communication & Customer Experience
- Communicate clearly and effectively with clients and colleagues, in Spanish and English, both verbally and in writing.
- Interact with stakeholders from a wide range of business types and sizes, adapting the message to technical and non-technical audiences.
- Contribute to the overall customer experience and success, anticipating client needs and proposing improvements.

Documentation & Quality Assurance




- Understand and contribute to in-house documentation for solutions, processes and policies.
- Research, create and maintain online documentation and guides for clients and the internal team.
- Carry out software quality assurance (QA) on fixes, upgrades and new features before they reach clients.

Collaboration & Continuous Improvement
- Collaborate with colleagues across functions, roles and teams (delivery, development, account management) in Latam and globally.
- Keep current with relevant technology changes (Totara releases, LMS trends, web standards) to support the company and clients.
- Share knowledge and lessons learned with the platform team to raise the overall level of service.

Person Specification

Category

Requirement

Essential

- Experience working directly with clients, preferably in a software support role.
- Hands-on experience administering and using Learning Management Systems (LMS) and/or Content Management Systems (CMS).
- Experience in software application administration.
- Basic understanding of web languages (HTML/CSS).
- Advanced level of English (oral and written) and native or fluent Spanish.
- Strong verbal and written communication, with a clear customer experience / success focus.
- Intelligent, structured approach to problem solving and the ability to remain calm when things aren't going smoothly.
- Good time management and task prioritisation.

Desirable
- Experience with Totara Learn or Moodle (administration and configuration).




- Experience querying PostgreSQL and MySQL databases.
- Experience researching, creating and maintaining online documentation.
- Experience providing software quality assurance (QA).
- Experience interacting with stakeholders from a wide range of business types and sizes, including large enterprise clients.

Values & Behaviours

Value

Behaviours

Be Curious

- Seeks to deeply understand Totara Learn, Kineo's customisations and each client's solution.
- Asks thoughtful questions to get to the root cause of an issue instead of fixing only the symptom.
- Keeps up to date with new platform releases, tools and ways of working.

Provide Insane Customer Service
- Delivers timely, accurate and genuinely useful help and information to clients.
- Anticipates client needs and proactively provides clarity, options and solutions.
- Maintains a calm, service-oriented mindset even under pressure.

Act Like It’s Your Own Business
- Takes ownership of each ticket and client request through to resolution.
- Manages time and priorities responsibly, as if the client relationship were their own.
- Flags risks, inefficiencies and recurring issues, and proposes improvements.

Go Above and Beyond
- Consistently delivers high-quality work, especially during go-lives, upgrades and critical incidents.
- Goes the extra mile to leave the client with a working solution and a clear explanation.
- Shows resilience, adaptability and willingness to solve complex problems.

Be a Team Player
- Builds strong, trusting relationships with colleagues across delivery, development and account teams.
- Shares knowledge and contributes to team documentation so others can learn from each case.
- Comfortable collaborating with people of different backgrounds, cultures and time zones.

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