Odin Education Junior Technical Support Officer

SUMMARY:
Assist in our tech support service centre for our learners, teachers, digital learning officers, etc

POSITION INFO:

Basic Requirements:

• Formal Tertiary education : Grade 12, Technical, IT or Engineering degree advantageous
• Experience : IT, Technology, Education, Community Engagement, Communications
• Driver’s License : Yes
• Languages : English (speak, read, and write)
• Afrikaans (speak, read, and write) optional

To qualify for this YES program, you need to meet the below criteria:

• 18 to 35 years of age
• African race
• Unemployed
• Never been on a YES program before

Job Objectives:

We’re looking for a results-driven Junior Technical Support officer with excellent computer, communication skills and customer service skills to assist in our tech support service centre for our learners, teachers, digital learning officers and Operations team of Odin Education.

Main Tasks and Responsibilities:

• Trouble shoot, Solve and answer level 2 (technical) service tickets raised by any user within our learning system
• Provide top quality assistance, service and communication to the affected users
• Establish, develop and maintain positive relationships with the local Operations team and the remote DLO team
• Become an expert on the Omang software, back end and app side features and functionality
• Replicate technical issues before escalating to the dev team
• Identify bugs and challenges with current software features and design and suggest improvements
• Focus on user experience for continuous improvement
• Identify, assist and report on technical challenges limiting engagement
• Assist with the technical processes linked to production and customisation of devices where necessary
• Training of team members on any back-end or front-end software queries/requirements
• Overlap with operations team to ensure users receive the correct training, communication & knowledge of the Omang device to optimise their engagement
• Achieve and maintain agreed upon technical enhancement and support targets within schedule
• Continuously improve through feedback