Technical Support Officer at Valenture Institute

Description

Valenture is an exciting new start-up in the online education space. Our mission is to evolve what it means to “go” to school by transforming physical limitations into digital opportunities. We do this by providing students worldwide with a fully supported, global online high school experience, steeped in academic excellence and rooted in sustainable practices. We believe in providing more than just a quality online education – we’re dedicated to building and empowering a purpose-driven, global student body and equipping them to make the best of both their individual and collective futures.

Summary of the role:

The Technical Support Officer is primarily responsible for supporting students in navigating and completing Valenture Institute’s courses on the Learning Management System (Canvas), video conferencing software (Zoom), and the accompanying GSuite infrastructure. The Technical Support Officer also serves as an important avenue for providing qualitative and quantitative feedback on the student experience to the Education Division. Currently, this role is required to observe SA business hours (8:00 - 17:00), but this is subject to change as we expand our global reach.

Day-to-day responsibilities include:

• Answering students’ technical queries in written format via the CRM system (Salesforce)

• Designing, configuring and maintaining CRM and other workflows to improve the efficiency and quality of technical support

• Reporting on the efficiency and quality of technical support

• Occasionally offering students remote assistance via the CRM system

• Assisting with the presentation of the General Orientation Programme for new students

• Creating and maintaining articles on the Valenture Campus student knowledge base

• Editing and publishing live session recordings

• Attending examinations and parent information evenings to offer technical support

• Implementing changes to the LMS, Zoom sessions or GSuite infrastructure during the live presentation of courses to address errors or inconsistencies raised in the support channels

• Supporting in the technical implementation and maintenance of any third-party technologies

• Providing input on and supporting product development through research, user testing and analysis

• Providing feedback at set rhythms to the Learning Technology, Student Success, Faculty and Learning Design teams to address challenges and opportunities in the learning experience

Team Responsibilities:

Valenture Institute’s Learning Technology Team is responsible for owning the implementation and management of all learning technology systems and tools in order to achieve maximum efficiency and high-quality user experiences. The Learning Technology Team is responsible for working closely with the different business stakeholders to effectively support Valenture Institute’s pedagogy, and to ensure that the various users of Valenture’s Learning Technology are adequately supported through appropriate onboarding, training and standards.

Requirements

Must have their own stable internet connection.

Personal Skills & Attributes

• A simple, systematic and clear communication style in writing and speaking

• Strong, proactive problem-solving skills

• Strong understanding of business processes and systems

• Ability to provide constructive criticism with productive suggestions in the interest of continuous improvement

• Energised by a changing environment and a variety of responsibilities

• Experience working with Salesforce is a definite plus, but not a requirement

• A sense of urgency in delivering excellent customer service

• Attention to detail

• An affinity for working with technology and a playfulness in approaching new technologies

• The ability to work from standard and compliance benchmarks

• The ability to work and prioritise independently

• A basic understanding of HTML will serve you well, but is not a requirement

Benefits

ICAS Employee Wellness Programme

Family member discount for Valenture Institute

Remote work

Voluntary savings Programme