Customer Support Technician

We are ODILO: a fast-growing edtech company with a mission to democratize access to high-quality education and provide educational technology solutions to help our users reach their full potential. Through our solutions, we provide access to millions of digital content items from the world's best providers and, using educational technology and Artificial Intelligence, enabling any organization to create its own unlimited learning ecosystem. Odilo partners with hundreds of institutions worldwide including governments, schools, libraries, universities, companies, and startups to provide access to its Unlimited Learning Ecosystem. Through these collaborations, millions of users in over 50 countries enjoy truly personalized and continuous learning experiences. Our team is truly international (19+ nationalities) with the best talent across the education, media, content, and technology sectors. As a Customer Support Technician (Level 1 Functional Support), you will report directly to the Head of Support and be part of the Customer Service Team at ODILO. Your primary responsibilities will be helping customers make the best possible use of ODILO’s Digital Learning Ecosystem. We are working on achieving a critical mission: Creating equality in education by making the highest quality digital content seamless, accessible, and affordable to all. Our mission and vision: empower everyone to become the best version of themselves by allowing any organization to provide unlimited learning in the most frictionless, efficient and valuable way.

What you will do at ODILO:

• Provide first-line functional support via email, chat, phone, and ticketing systems to end-users and institutions.
• Collect and document information to fully understand each issue and offer accurate guidance.
• Deliver clear, accurate, and empathetic responses to user inquiries, ensuring a positive customer experience.
• Identify and document recurring issues, escalating incidents appropriately to higher support levels.
• Respect service-level targets for first response and collaborate with teammates to ensure timely resolution.
• Contribute to the knowledge base by documenting resolutions and frequently asked questions under supervision.
• Deliver basic training or onboarding sessions to users with platform administration privileges.
• Note: This role does not require programming, code debugging, or advanced technical troubleshooting.

The ideal candidate will bring:

• Bachelor's Degree in Information and Communication Technologies (ICT), Library Science, Information Management, or related fields.
• Fluent level of English (spoken and written).
• A tech-savvy mindset — passionate about technology, digital tools, and continuous learning.
• Good communication and interpersonal skills, with empathy and attention to detail.
• Basic understanding of web platforms and online applications.
• Strong problem-solving ability and good organizational skills.
• Team player with a customer-oriented attitude and the ability to follow processes precisely.

What would make us happy:

• Basic knowledge of LMS (Learning Management Systems) configuration, digital ecosystems, or cloud-based applications.
• Previous experience in remote work environments or international support teams.
• Experience in libraries, archives, education, or digital content environments.
• Familiarity with helpdesk tools such as Zendesk, Jira, Confluence, or similar.

Why ODILO?

• Working at Odilo is about being part of a lifelong learning culture, where everyone has the possibility to take on challenges and participate in the growth of the company.

But we also offer:

• A fast-moving and challenging job within a mission-driven company in an international, creative, and ambitious work environment.
• Unlimited learning with Odilofy, our platform with more than 3 million contents in all formats (books, audiobooks, learning experiences, movies, courses...).
• A salary commensurate with track record and experience.

…And more!

• Sounds like a mission made for you? Then we need to talk!

------------------------------------------------------------------------------------- *ODILO is an entity committed to Diversity and Inclusion, which is why it accepts the presentation of candidatures without bias.