Job Description

Description

Position at EF Teach Online

: Helpdesk Assistant

Having recently launched the award-winning teaching platform, Hyper Class, EF Teach Online is operating at the cutting edge of online teaching. As a Helpdesk Assistant, you thrive on the satisfaction of helping teachers to use this technology to wow their students. Our teachers generally work from home, using complex broadcast technology with high-spec devices. When things go wrong, they rely on you to help them get things back on track.

Using a combination of our ticketing system, live support calls and product demos, you will be part of a support team that acts as the first point of contact for teachers in need of technical support. You will collaborate with technology experts throughout EF, helping them reproduce issues in a test environment and resolve them. Finally, you'll have the chance to assist with a variety of technology-related projects and other IT support responsibilities.

Personal Profile

• You are great at solving complex problems and communicating simple solutions
• You are pedantic, with a laser-focus on detail
• You are an innovator, curious about new approaches and improving systems
• You provide quality service, to internal and external stakeholders
• You take ownership of problems and you are not satisfied until you have a solution
• You love helping people

Main Responsibilities

• Manages all incoming Hyper Class support tickets from our global teaching staff
• Delivers live technical support calls when required
• Delivers product demos to ensure teachers are confident with their technology
• Undertakes project work to improve the infrastructure and processes of the team
• Participates in pre-launch tests to identify platform issues and bugs, reducing technical support needs
• Collaborates with Teach Online staff globally to ensure teacher support is robust and seamless
• A nothing-is-impossible attitude, backed by creativity and execution

Background

• Bachelor's degree or equivalent, preferably in or related to Computer Science
• One year of experience working in a fast-paced telecommunications environment or a customer service environment
• Strong written and verbal communication skills
• Ability to clearly articulate technical concepts to end users with various levels of technical literacy
• Online teaching experience is an advantage
• Experience with Open Broadcaster Software (OBS) is preferred
• Familiarity with software development methodologies and processes

Reporting to: Global CX Manager

Contract Type: Permanent Position, subject to 3-month probation

Working hours: Mid-day shifts and night shifts on rotation with weekend availability

Location: On-site, EF Johannesburg, Bryanston

Applications close on Monday, October 2nd, 2023.

About EF Education First

At EF we believe that the world is better when people try to understand one another. Since 1965, we have helped millions of people see new places, experience new cultures, and learn new things about the world and about themselves. Our culturally immersive education programs-focused on language, travel, cultural exchange, and academics-turn dreams into international opportunities.

When you join EF, you join a multicultural and diverse community working across more than 600 schools and offices in 50 countries, all with one shared mission of opening the world through education. Whoever you are, whatever you are passionate about-we welcome you and want you to bring that to work every day. EF is proud to be an equal opportunity employer and we are committed to inclusion and belonging across race, ethnicity, gender, age, religion, caste, parental status, identity, experience and everything else that makes you unique.

Founded in Sweden in 1965, EF has schools and offices around the world, including hubs in Boston, London, Mexico City, Sxc3xa3o Paulo, Shanghai, Stockholm, Zxc3xbcrich, and more. Learn more at https://www.ef.com.

EF Education First