Student Success Specialist (Technical)

Overview

Terms: Fixed-term contract

Hours: 8-hour shifts rostered between 07h00 and 18h00 UK Time (approx. 09h00 – 20h00 SAST depending on season). 40 hours per week, and in addition must be open to occasional on-call weekend shifts as agreed.

Start date: As soon as the right person is ready

Location: Remote

Who’s your ADDIE? is a small e-learning and EdTech interaction design company founded by two e-learning nerds who love to create high-quality products and content. We don’t have any big or hairy goals, we just want to quietly create the best learning experiences on the market that are not only underpinned by learning theory but are engaging, learner-centered, and operationally effective. 

We’re expanding our offering to support our clients in delivering full-service academic programmes and we’re looking for talented Student Success Specialists to ensure a seamless student experience across all administrative and technical aspects of our courses. 

You’ll be the first point of contact for students, supporting them through registration, onboarding, and any queries while helping maintain smooth operational workflows. You’ll also assist with educational content development to develop self-service support and learning tools.

Responsibilities

Technical Support

• Tier 1 & 2 support: Diagnose and resolve technical inquiries including LMS login errors, video playback issues, browser caching, and software installation (Tier 2).
• SLA management: Manage the support queue to ensure all student administrative or technical queries receive a response within 30 minutes.
• Escalation protocol: Triage configuration errors to the Learning Technologist and academic queries to the Head Tutor, ensuring full context is provided to speed up resolution.
• Data security: Ensure strict compliance with data protection policies (POPIA and GDPR) when verifying student identities and handling sensitive personal information.

Student Success

• Onboarding facilitation: Host and facilitate live student onboarding calls to demonstrate platform usage and set expectations for the course.
• Proactive retention: Monitor learner analytics to identify "at-risk" students (inactive or falling behind) and initiate personal contact to get them back on track.
• Engagement strategy: Drive course completion by sending targeted reminders for deadlines, assessments, and live sessions.
• Feedback loop: Gather qualitative student feedback and identify recurring friction points to suggest workflow or platform improvements to the Product Owner and Product Delivery Manager.

Course Operations

• Lifecycle management: Facilitate the full student journey, from assisting with registration and payments to managing deferrals and unenrolments.
• Assessment ops: Manage the integrity of grade data, collating results, and ensuring assignment release emails are sent accurately and on time.
• Certification: Verify completion criteria and manage the distribution of digital certificates and distinction letters.
• Reporting: Assist the Delivery Manager with data extraction for student and course performance dashboards.

Learning Content & Knowledge Base

• Self-service support: Own and maintain the online campus Knowledge Base (FAQ), ensuring articles are up-to-date to reduce repetitive tickets.
• Content assistance: Assist other teams with basic content updates or development on the LMS or using rapid-authoring tools like Articulate Rise.

Required skills and attributes

• Skilled technical support: Tier 2 capability in diagnosing browser, software, and Moodle LMS issues.
• Conflict resolution: High EQ with the ability to de-escalate stressed students and prevent churn.
• Technical communication: Strong ability to write clear, jargon-free instructions and guide students verbally.
• Platform agility: Comfortable navigating multiple software systems simultaneously and learning new tech stacks quickly.
• Independent problem solving: Capable of managing multiple tickets and deadlines with minimal supervision.
• Process driven: Committed to accuracy, thorough logging of tickets, and following established support protocols.
• Reliability: Professional, approachable demeanor with a consistent track record of timely follow-through.
• Infrastructure: Must have access to a stable, high-speed internet connection suitable for VoIP calls and remote diagnostics.

Experience and qualifications

While we provide comprehensive training on our specific systems, the ideal candidate will bring a foundation of experience in the following areas:

• Relevant experience: 1–2 years of experience in a customer-facing role, preferably within Education, Tech Support, or EdTech.
• System savvy: Prior exposure to Learning Management Systems (e.g., Moodle) or Help Desk ticketing software (e.g., Zoho Desk).
• Facilitation skills: Experience conducting presentations, training, or onboarding sessions (virtual or in-person) is a distinct advantage.
• Remote work: Previous experience working effectively in a remote or hybrid team environment.