Technical Support Associate

Noodle is higher education’s leading strategy, services, and technology partner. We develop infrastructure, provide life-changing learning experiences, and grow the awareness of and the enrollment in some of the best academic institutions in the world. Our vision is “to empower universities to change the world.” We achieve this vision by offering our university partners various products and services that help them be more resilient, responsive, efficient, and interconnected.

Technical Support Associates provide exceptional 24/7 Tier 1 support to Noodle employees, Noodle-built product users, university partners, and international LMS clients. They represent user needs, are product experts of Noodle’s technology infrastructure, and provide training documentation & automated self help options. They also manage employee onboarding, maintain Noodle’s service desk systems, user access & security, client communications, and configuration work with QA.

Technical Support Associates are based in South Africa, part of “Noodle Africa.” They are part of the Support Team in the Technology Solutions department and report to the Technical Support Manager. The new Technical Support Associates needed will work outside of business hours and on weekends. Flexible scheduling adjustments will be required to ensure support coverage at all times. New agents will be required to attend training during Noodle US & SA business hours at the beginning of employment.

Noodle Africa 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

As our Technical Support Associate, you will:

• 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 

You have:

• A Matric Certificate 
• 1-3 years of experience in service management environments with strong customer service skills is a plus!
• 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.

Noodle Africa 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

Eligibility Requirements:

This position is based in South Africa. Applicants must be legally authorized to live and work in South Africa and must maintain residency within South Africa throughout their employment. Proof of eligibility and residency will be required upon hiring.

At Noodle, we hire people who will help us change the future of online education. Even if you don't think you check off every bullet point on this list, we still encourage you to apply! We value both current experience and future potential.

Noodle is committed to creating a welcoming and inclusive workplace for everyone. We value and celebrate our differences because those differences are what make our team shine. We hire great people from different backgrounds, not just because it's the right thing to do, but because it makes us stronger as a whole. Women, people of color, LGBTQIA2S+ individuals, and members of other underrepresented groups are strongly encouraged to apply. Noodle is an equal opportunity employer and does not discriminate against candidates on the basis of race, ethnicity, religion, sex, gender, sexual orientation, gender identity, disability status, or veteran status.