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Customer Service
Technical Support Associate
@Noodle
[Hiring] Technical Support Associate @Noodle
Mar 29, 2025 - Noodle is hiring a remote Technical Support Associate. 💸 Salary: unspecified. 📍Location: South Africa.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
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.
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
Qualifications
- 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.
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.
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| 📍 | Be aware of the location restriction for this remote position: South Africa |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
South Africa
|
|
Job Type
unspecified
|
Posted
Mar 29, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: South Africa |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
