Technical Support Specialist

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.

The Technical Support Specialist provides exceptional 24/7 Tier 2 support to learners, instructors, university admins, and Noodle employees. They represent user needs, are product experts of Noodle’s technology infrastructure, and provide training documentation & automated self help options. They are a liaison between learning and technical roles and specialise in LMS configuration and Learning Tools. 

The Technical Support Specialist is based in South Africa, part of “Noodle Africa.” They are part of the Support Team in the Technology Solutions department and report to the Associate Vice President of Technology Operations & Support. This role will be based outside of business hours and on weekends. This role operates on a shift schedule from Monday to Sunday, with the primary shift for this position running from 15:00 to midnight. Flexibility is required to work other shifts as needed. New employees joining this team will be required to attend training during Noodle US & SA business hours at the beginning of employment.

• 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, specialising in LMSs (particularly Canvas and Moodle) and learning tools.
• Analyse 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 
• Be familiar with industry standard learning tools to ensure our partners are supported with their usage.
• Work directly with product representatives to provide clear support requirements and resolve escalated issues quickly.
• Liaise between learning and technology roles to ensure customer needs are clearly represented and executed.
• Interact directly with clients and coordinate resolution of technical issues.
• Serve as platform administrator for Noodle-managed LMSs and learning tools.
• Be a Subject Matter Expert on Learning Tool Interoperability (LTI) in order to advise on integration and data extraction for licensed and internally-built Learning Tools (e.g. Kaltura, Proctorio, Turnitin, etc.).
• Complete LMS configuration and QA tasks including course configuration, user permissions, user roles, learning paths.
• Ensure the school-facing cross-functional teams have access to licensed Learning Tools for course-building in the school’s Learning Management System. Serve as the escalation point for integration troubleshooting.
• Advise team members on how to handle atypical integration requests made by clients during the setup of the learning environment.
• Catalog client-licensed Learning Tools used in Noodle-built programs.
• Strive to simplify and norm processes & systems used across all service desks.
• Perform other duties as assigned.

• A Matric Certificate 
• 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.”
• Experience with Learning Management Systems, preferably as a System Administrator or similar role and preferably with Instructure Canvas and Moodle.
• Experience with a video management platform, preferably Kaltura or Panopto.
• An understanding of technical concepts such as systems integration, user authentication, data transformation and analysis.
• 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.
• Working knowledge of Google Workspace (Docs, Slides, Sheets).
• Ability to work effectively in dynamic, rapidly changing, team-based environment.

• 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 holidays.
• Medical/RA benefit.
• Internet benefits.
• Full access to our employee assistance program (EAP) through Company Wellness.
• Annual education stipend for lifelong learning.

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.