Technical Support Associate

Full time, including weekend shift pattern, based in South Africa About Us We're Thrive Learning, and we’re changing the way people learn at work. We believe learning should be easy, effective, and empowering, not a chore. That’s why we built the industry’s first truly modern, all-in-one learning experience. We didn’t just create a new product; we rewrote the rulebook.

Doing things differently is in our DNA. Our technology is helping over 3 million people worldwide unlock their potential and grow their careers. You've probably heard of some of the brands we work with, like Volvo, Vodafone, Krispy Kreme, and Sky. They trust us to deliver learning experiences that their people actually want to use.

We’re the fastest-growing learning technology company for a reason. Do you want to be part of a team that’s building something that matters and helping people thrive?

The Role If you're excited about joining Thrive Learning as a Technical Support Specialist, have experience in the L&D or learning technologies space, bring high energy, and care deeply about delighting, retaining, and growing customers, then we’d love to hear from you!

In this role, you’ll support our expanding customer base by delivering 1st line support for the Thrive Learning platform. You’ll work closely with global teammates and cross-functional teams to ensure every customer - from individual end-users to platform administrators - receives fast, empathetic, expert support.

We’re looking for someone who:

• Likes to learn as much as they teach.
• Chooses empathy whenever possible when working with others.
• Gets a little (or large) serotonin hit from solving a mystery.
• Wants to take their technical skills to the next level.
• Takes pride in running with the ball when it’s passed to them.
• Key Responsibilities
• Act as the first point of contact for end-users experiencing issues or needing guidance, providing clear, friendly, and solution-focused responses.
• Troubleshoot common queries around access, navigation, account issues, training content, browser behaviours, and general platform use.
• Answer product questions about Thrive and provide advice on site configuration, functionality, and our platform’s different use cases.
• Work as part of a global team supporting customer 24X7

Identify interim solutions to minimise disruption where a quick fix is not possible. Manage the tickets through our ticketing system, ensuring transparency to empower clients with their tickets' progress. Document user-reported issues accurately and escalate to 2nd-line or engineering teams when needed. Cross-Team Collaboration Partner proactively with the Customer teams to share insights, feedback, and opportunities to enhance the customer experience. Work with IT team on tasks such as: deploying hardware around the world, performing Slack and Google workspace tasks Contribute to knowledge base articles, FAQs, and support documentation to improve self-service options for customers and end-users. What You Bring 2+ years’ experience in Technical Customer Support, ideally covering both end-user and administrator-level support. Strong problem-solving instincts and a curiosity-driven approach to troubleshooting. Exceptional communication and prioritisation skills with a customer-first mindset. Confidence working with remote teams and stakeholders. A strong team ethos and enthusiasm for helping customers succeed. Excellent attention to detail and the ability to fully understand and analyse an issue’s impact. Highly Desirable Experience supporting learning platforms or e-learning solutions (LMS, LXP, SCORM) Experience working with REST APIs and debugging in-browser network requests. Experience with identity provider integrations (SSO, Active Directory). Experience working with SaaS products. Familiarity with Javascript, AWS, MongoDB, CSS, and XML. Experience using support desk tools (e.g., Zendesk).

Benefits Salary: Yearly ZAR 226,400 - ZAR 316,960 DOE Unlimited Holiday to support work-life balance Thrivedays—a reduced workday every Friday (10:00–15:00), with no internal meetings Flexible Working Hours within core hours (10:00–16:00) Birthday & Christmas Off, including festive shutdown between Christmas & New Year Work From Anywhere—fully remote-friendly (4 weeks a year) Health Cash Back Plan with Health Shield Employee Assistance Program for confidential support Financial support program via Maji Salary Sacrifice Pension Scheme Death in Service (4x annual salary) Green Car Scheme through salary sacrifice Cycle to Work Scheme—save up to 42% on a new bike Perks at Work—30,000+ national & local employee discounts via CharlieHR & Health Shield

What to Expect

We believe that finding a new job should be an enjoyable process. We’re passionate about bringing our whole selves to work, so what you see is what you get. All we ask from you, is that you show us your authentic self. We’re looking for people who bring something new to the team, who add to our culture and make it even greater. Our interview stages will be:

Initial Screening Call: If we think you're a great addition to the team, you'll be invited to an introductory call with a member of our People Team. This is a chance to tell you about Thrive and give you an opportunity to ask questions. First-Stage Interview: Following the initial call, you will have a first-stage interview with a member of the team you'd be joining. This is a chance for us to get to know you better and for you to ask any questions about the role. We'll also discuss why Thrive interests you and what you feel you can add to our team. Assessment Task: We may ask you to complete a practical assignment or case study between interview stages. Final Stage Interview: You will meet with the Hiring Manager and/or a senior team member for a final interview. This stage is typically used for a more in-depth discussion and may involve a review of your assessment. At Thrive, we’re on a mission to build an inclusive, welcoming culture that encourages and actively supports diversity. Our race, gender, religion, background, sexuality and beliefs are what make us unique. Our people are expected to always treat each other with respect, care and compassion. This starts from the moment you apply for a role at Thrive Learning, so we want you know we’re an equal opportunity employer. We will always strive to be as inclusive as possible in all aspects of employment and have a zero-tolerance policy for discrimination of any kind. If you require any assistance, accommodations, or support during the application or interview stages, please don't hesitate to contact Ella Holland at ella.holland@thrivelearning.com. We're happy to help! #LI-Remote #LI-Hybrid