Where ambitious people connect the dots and grow
At Confirm, we’re building what’s next in workforce enablement. We connect the dots between learning, engagement and performance, using intelligent technology, content and data to help organisations unlock the potential of their people.
We’re a growing, global team where people are trusted to make an impact, take ownership and grow. Our values are at the heart of how we work: Do the right thing, We’ve got your back and Raise the bar. We care about doing work that matters, challenging ourselves to do it better and creating an environment where people can do their best work.
Confirm is a B Corp certified business and a Platinum Investors in People organisation. We’re also proud of the recognition our work has received across the industry, including multiple Gold wins at the Learning Technologies Awards.
If you’re looking for your next challenge, want the space to make your mark and like the idea of building something ambitious with good people around you, you’ve come to the right place.
About the Role
On a day-to-day basis, you’ll be responding to queries from our growing customer base, understanding what the customer is trying to achieve and making this happen for them. This role will involve providing a service to our global customers. We’re looking for people with technical curiosity and a positive, optimistic approach to troubleshooting, being able to demonstrate a positive and optimistic approach to troubleshooting customer queries in a customer-focused environment.
You will support our system administrators with the configuration of user data and course setup as well as offering advice on "how to" across our products. You will also assist our learners in accessing/navigating our platforms whilst helping them to participate in relevant learning.
The Customer Support team provides support 24 hours a day, 7 days per week, and we are specifically looking for team members to cover UK dayshift hours (from 9am to 5.30pm). Weekend working is included, and the expectation will be approx. 1 in every 8 weeks.
Location: This role is fully office-based in our Derry office.
What you will be doing
Roles and responsibilities include:
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Providing a first-class customer experience that is friendly and efficient
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Responding to technical support tickets via telephone and email from Confirm’s customers
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Following the agreed processes to resolve and/or escalate customer support tickets in line with our Service Level Agreement
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Diagnosing and solving problems quickly and calmly
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Developing excellent product knowledge by attending in-house training, completing self-paced learning on the Confirm Academy, and reading weekly product release information
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Working as part of a high-performing team to demonstrate the Confirm Values to both customers and colleagues
Who we are looking for
The successful candidate will demonstrate:
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Numeracy and literacy skills: You will have 5 GCSEs grades A to C, including Maths and English or the equivalent
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Industry Experience: You will have at least 6 months of similar experience in a Technical Support or IT-based role
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Service Orientation: You will be comfortable with helping our customers to find solutions to their queries and will have a logical approach to helping them resolve any problems via telephone and email.
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Eye for detail: You'll have fantastic attention to detail and accuracy in all that you do
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Calm under pressure: You will be level-headed and comfortable working in a busy, fast-paced environment
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Communications: You should be comfortable communicating in writing and verbally, with a friendly, professional telephone manner
Although not essential, it would be advantageous to have the following:
Please note, anyone who has applied within the last 6 months need not reapply.
The closing date for receipt of applications is 5pm UK time on 27th November 2026.