Technical Support Associate

Summary

Join Noodle, a leading higher education partner, as a Technical Support Associate based in South Africa. You will provide exceptional 24/7 Tier 1 support to employees, product users, and clients, representing user needs and acting as a product expert. Responsibilities include resolving support tickets, troubleshooting complex issues, creating knowledge base documentation, managing user access, and collaborating with product representatives. This role requires a Matric Certificate and experience with service management software. Noodle offers a competitive compensation package, remote work, paid parental leave, annual leave, medical benefits, internet allowance, and an employee assistance program. Flexible scheduling is required to ensure 24/7 coverage. The position requires working outside of standard business hours and on weekends.

Requirements

• A Matric Certificate
• Demonstrated hands on-experience with service management software
• Experience with SSO providers (i.e. OKTA) and working knowledge of Google Workspace (Docs, Slides, Sheets)
• Comfortable troubleshooting with/training end users directly and taking charge of situations to resolve issues quickly
• Can communicate effectively and concisely through text, in-person, and presentations
• Ability to solve problems with people while maintaining trust and SLAs
• An interest in staying updated and constantly expanding knowledge of the organization's products, services, and policies
• Willingness to advocate for end-user needs and collaborate across teams and act as the company’s “face of technology.”
• Intrinsic drive to respond promptly and professionally to all inquiries while establishing and maintaining good rapport with employees by using positive language and anticipating their needs

Responsibilities

• Provide exceptional support in written, oral, and live chat environments, including on-call support and scheduling
• Resolve support tickets within SLAs meeting Noodle customer service expectations
• Provide remote troubleshooting sessions for complex issues to unblock employees quickly
• Be an expert for the full inventory of Noodle products and services
• Analyze ticket resolutions to identify common issues and improve self-help options
• Create and maintain knowledge base documentation
• Configure and maintain AI/chatbot technology solutions including automated conversations and custom knowledge base resources
• Assist with support desk configuration and maintenance
• Manage user access, technology contracts, and vendor relationships
• Work directly with product representatives to provide clear support requirements and resolve escalated issues quickly
• Interact directly with clients and coordinate resolution of technical issues
• Complete LMS configuration and QA tasks
• Strive to simplify and norm processes & systems used across all service desks
• Perform other duties as assigned

Preferred Qualifications

1-3 years of experience in service management environments with strong customer service skills

Benefits

• Work from the comfort of your home office!
• Great compensation package
• Tools you need on us! Laptop (Mac is our computer of choice) and EcoFlow inverter
• 12 weeks paid Parental Leave benefits
• 20 working days annual leave + 10 paid national holidays
• Medical/RA benefit
• Internet benefits
• Full access to our employee assistance program (EAP) through Company Wellness
• Annual education stipend for lifelong learning