Job Description

Contract Type:

Fixed term - less than 6 months

Company description:

Valenture Institute partners with the world's leading education institutions to transform physical limitations into digital opportunities. We create new opportunities for students to choose an aspirational online learning experience by offering fully-supported online high school programmes.



As a social enterprise, Valenture Institute is also committed to levelling the playing field and increasing access for all students through free curriculum offerings, extensive scholarship programs and blended learning micro schools in underprivileged communities.

The role:

Summary:

The Technical Support Officer works within the IT Services team to empower and provide first-line technical support to our learners and guardians. They also assist with internal IT support related responsibilities. The team works with our Learning Management System (Moodle), video conferencing software, the accompanying GSuite infrastructure, our knowledge base and ticketing system (Intercom) as well as third party software (e.g. TIA). The team is also responsible for the creation of technical live sessions and bootcamps and the creation of support resources for the learners and guardians on the onboarding and technical troubleshooting of our systems.

Day-to-day responsibilities include, but are not limited to:

Technical support resources and Learner/Guardian onboarding

Provide first-line technical support to learners and guardians via our dedicated support channels, ensuring SLAs and CSAT objectives are met. Triage system issues reported by learners and guardians, escalating to and coordinating with internal teams as appropriate Develop and deliver structured technical training to learners and guardians as part of orientation/onboarding and routine capacity-building sessions Identify common technical queries experienced by learners and guardians, producing new and curating existing help centre (Info Hub) content and relevant training and support resources Provide first-line technical support to external markers Prepare and deliver structured training to customer-facing staff covering relevant technical topics, customer-facing systems and functionality Support the internally-focused IT Services team by executing assigned technical support activities and overflow support tasks Assist with customer-facing system testing, troubleshooting and quality assurance Perform data capture and processing

Requirements:

Matric 1 year first-line technical support experience Excellent verbal and written communication skills Touch typing - 60 words per minute Extensive experience with productivity tools (e.g. MS Office, Google Workspace) Proven ability to build relationships with both technical and non-technical stakeholders Ability to work under pressure and after hours to resolve urgent IT issues

Advantageous:

Additional first-line technical support experience Google Workspace admin experience Moodle experience CRM experience (e.g. Intercom or Hubspot) Tertiary qualification in IT-related field SQL and/or coding experience

Benefits:

Family member discount to Valenture Institute Remote working Voluntary savings programme Half-day birthday leave

Equal opportunity employer:

Valenture Institute is committed to transformation and the company's Employment Equity plan will be considered during the selection process. Valenture Institute considers itself an Equal Opportunity Employer and thus aims to eliminate all forms of unfair discrimination in the recruitment and selection of staff.