Software Support Analyst - Seasonal Opportunity (Level 1)

Location: Remote

Contract Type: Short Term Fixed-term contract linked to the project (the project is anticipated to run from December 2024 - January 2025)

Level: Junior

Role:

We're seeking Software Support Analysts to join and support our dynamic team to help us meet the demands of a seasonal surge in January 2025.

Mandatory training will be provided in December to prepare you for the project, which will run in January 2025 for approximately one month.

We're excited to offer the opportunity to return for the next peak season mid-year, which will last for about two and a half months. Successful candidates will be considered for this opportunity as well.

Job summary:

We're looking for passionate individuals who thrive in fast-paced environments and are committed to making a significant impact.

As an experienced problem solver with a service desk background, you'll be a key member of our support team. A strong understanding of ITIL concepts like incident management, problem management, and change management is essential. Your excellent written and verbal communication skills, coupled with a proactive and organized approach, will be instrumental in your success.

As a 1st line Software Support Analyst, you'll be the first point of contact for clients, providing timely and effective resolution to their software-related issues. Your ability to log, coordinate, and communicate updates on multiple incidents and requests will be crucial.

Responsibilities:

• Validate and clarify the issue described in tickets

• Verify that user-reported issues are valid and not the result of misunderstandings or user errors.

• Answer all how-to questions with a reference to the internal resources/guides.

• Provide step-by-step solutions which are easy to understand for the end-user

• For more complex issues, reproduce and document reproduction steps before escalating.

• Identify which tickets are better suited to a Level 2 Analyst and escalate accordingly

• Maintain both high efficiency and high quality of work

• Understanding of the Canvas Learning Management System would be advantageous
• Prior experience using Learning Management Systems as a student (Canvas / Blackboard / Brightspace) is advantageous but not necessary
• Experience working with web browsers (e.g., Chrome, Safari, Firefox) with the familiarity of identifying potential browser-related issues.
• Ability to assist users, troubleshoot or resolve technical issues in a virtual environment (i.e., via email)
• 1-3 years of experience in Help Desk Support is preferred, but not required. A recent graduate with a technical background will also be considered.
• Strong attention to detail.
• Ability to build and maintain positive relationships, including developing trusted advisor relationships
• Driving continuous improvement in the quality of products and services
• Adaptability to new situations and concepts.
• Proven ability to self-motivate and work independently, as well as collaboratively within a multidisciplinary team.
• Excellent organizational and time management skills, with the ability to meet deadlines.
• Confident, clear, and effective communication skills, both written and verbal.
• Effectively use online collaboration tools e.g. Slack, Zoom, Google Workspace
• A keen interest in the EdTech industry will be advantageous
• Must have a strong customer service mindset; prior experience in a customer service role is advantageous

Technical Requirements:

• Must have a laptop or computer to work from
• Minimum specifications / requirements:
• Processor: Quad-core 10th Gen i5 (or higher) with a clock speed of at least 3.2 GHz
• RAM: A minimum of 16 GB
• Storage: A minimum of 256 SSD GB 
• Working webcam and microphone
• Must have an internet connection of at least 40 mbps.
• Due to the nature of this role, it would be imperative to be fully operational during your entire shift, including during load-shedding. Reliable back-ups are required for both internet and electricity interruptions.
• Must be available to work one of the following shifts in an 8 hour (Full Time) or 4 hour (Part Time) basis: 
• Monday to Friday (14H00 to 22H30)
• Monday to Friday (16H00 to 00H30)
• Monday to Friday (18H00 to 02H30)
• Saturday to Wednesday (16H00 to 00H30)

Training Dates:

• This role requires attendance for mandatory paid training on the following dates:
• Monday to Friday, 9 Dec 2024 – 20 Dec 2024 (08:00–17:30)
• Monday to Friday, 30 Dec 2024 -  3 Jan 2025 (14:00–22:00) excluding 1 Jan 2025

Peak Season Dates:

The peak season work will take place from:

6 Jan 2025 until 25 Jan 2025, where you will be working your assigned shift

ABOUT CONSTRUCT EDUCATION

Construct Education is a strategic digital learning solutions company specializing in the design of innovative, impactful, and bespoke digital learning experiences. As a wholly-owned subsidiary of OES, a global leader in education solutions, we continue to push the boundaries of online education.

Construct Education is a fee-for-service partner to institutions, and organizations worldwide, creating digital learning experiences that empower both learners and educators. We are committed to redefining online education in a way that prepares learners for real-world challenges and helps them succeed in their careers.

We are on a mission to transform online learning and bridge the gap between education and employment. Our vision is for everyone to have access to meaningful education through superior online programs.