Technical Support Agent – Tier 1

Teneo Education; South Africa; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading online education provider in South Africa seeks a Technical Support representative to assist students and staff with technical queries. The ideal candidate will provide omni-channel tech support, diagnose and resolve issues across key platforms, and maintain detailed case notes. Prior help-desk experience is essential, along with a Matric certificate and a good understanding of Windows/macOS environments. This role supports the educational mission of the company.

Qualifications

• Prior help-desk experience, preferably in an online-education context.
• Solid knowledge of Windows/macOS environments and web applications.

Responsibilities

• Provide omni-channel support within defined response times.
• Troubleshoot and escalate unresolved technical issues.
• Maintain detailed case notes and contribute to knowledge base.

Skills

Analytical problem-solving

Communication abilities

Knowledge of Windows/macOS environments

Organizational skills

Resilience

Education

Matric certificate

IT studies (A+/N+)

Tools

HubSpot

Canvas LMS

Okta

PowerSchool

Zoom

Job description

We believe that every learner deserves access to quality education that unlocks their full potential. As SA’s No. 1 online school, our mission is to help every learner achieve their personal best.

Our team is pioneering the future of education by leveraging technology and human ingenuity to enable better results for every child.

Our values – innovation, collaboration, and performance – guide how we work, how we grow, and how we make a difference every day.

When you join Teneo, you become part of a purpose-led, future-focused team that’s re-imagining education.

Ready to help unlock the extraordinary in every child?

Join us.

Role Overview

The ideal candidate will act as the first-line responder for all technical queries from students, parents, and staff—diagnosing, resolving, and escalating issues across key platforms (Canvas LMS, Okta, PowerSchool, Zoom, etc.) while consistently meeting strict SLAs.

Key Responsibilities

• Provide omni-channel support (HubSpot, e-mail, chat, WhatsApp) within defined response times.
  
  
• Troubleshoot login, browser, connectivity, and LMS issues; escalate unresolved cases to Tier 2.
  
  
• Deliver patient, empathetic guidance regardless of user technical proficiency.
  
  
• Maintain detailed case notes in HubSpot and contribute to knowledge-base updates.
  
  
• Assist adjacent teams during peak periods to ensure service continuity.
  
  

Core Competencies & Skills

• Solid knowledge of Windows/macOS environments and web applications.
  
  
• Strong analytical problem-solving and communication abilities.
  
  
• Highly organised, self-disciplined, and resilient.
  
  

Qualifications

• Matric certificate; IT studies (A+/N+) advantageous.
  
  
• Prior help-desk experience, preferably in an online-education context.
  
  

Why Join Teneo

Be the friendly face of tech support, ensuring every learner stays connected to their education.

Department: Customer Success – Technical Support|Reports to: Technical Support Lead|