Company: Optimi Group
Division: Schooling
Business Unit: Teach 360
Industry: EdTech, E-Learning & Education Services
Location: Centurion, Gauteng, South Africa
Position Type: Full-Time Permanent
Experience Level: Entry Level (1–3 Years Experience)
Posted Date: 25 September 2026
Closing Date: Friday, 02 October 2026
About Optimi Group & Teach 360
Optimi Group is a leading South African provider of accessible, high-quality education and training solutions, supporting learners, tutors, schools, and parents across Africa.
Optimi is seeking a dedicated, client-oriented Helpdesk Consultant to join the Client Engagement team within the Teach 360 / Schooling Division in Centurion, Gauteng. In this role, you will act as a primary point of contact—resolving client enquiries, delivering basic technical support, managing ticketing workflows, and maintaining strong customer relationships.
Key Responsibilities & Daily Deliverables
The Helpdesk Consultant will support client operations across four primary functional areas:
1. Multi-Channel Client Support & Inquiries
- Inbound Response: Answer incoming calls and respond to client emails promptly within established turnaround timeframes.
- Outbound Communication: Conduct outbound calls and host online meetings with clients to provide guidance, system updates, and service information.
2. Technical Support & Ticket Escalation
- Query Resolution: Provide basic technical assistance for e-learning platforms, analyze client issues, and implement practical solutions.
- Ticket Management: Investigate complex technical or service queries and escalate them to relevant department leads or managers when required.
3. Systems Administration & Relationship Management
- CRM Maintenance: Capture and update accurate client records, interaction details, and resolution notes within CRM and ticketing systems.
- Relationship Building: Build professional, long-term relationships with clients while adhering strictly to company quality standards and SLAs.
4. Administrative & Reporting Assistance
- Administrative Support: Assist with internal reporting, data tracking, and general administrative duties as required by management.
Candidate Profile & Minimum Entry Requirements
To qualify for consideration for this role at Optimi Group, candidates must meet the following criteria:
- Educational Qualifications:
- Grade 12 / Matric Certificate (Essential).
- Certificate in Client Support, Customer Service, or a related field (Advantageous).
- Experience Requirements:
- 1 to 3 years of experience in client support or call center environments (Essential).
- Previous experience delivering basic technical support (Preferred).
- Hands-on experience with Zoho Desk or similar ticketing systems (e.g., Zendesk, Freshdesk, Salesforce) (Advantageous).
- Technical & Core Competencies:
- Basic knowledge of project management principles.
- Fluency in English and at least one other official South African language.
- Strong analytical, deadline-driven, and query-resolution skills.
- Behavioral Attributes:
- Excellent written and verbal communication.
- Strong customer-first orientation and professional phone/online meeting etiquette.
What Optimi Group Offers
- EdTech Career Growth: Direct exposure to South Africa’s rapidly expanding e-learning and educational technology sector.
- Skills Development: Hands-on experience with enterprise CRM/ticketing software like Zoho Desk and digital client engagement workflows.
- Collaborative Environment: Supportive team culture focused on innovation and educational impact.
Career Advice for Optimi Applicants
- Highlight Ticketing & CRM Tools: Feature any experience with Zoho Desk, Zendesk, Freshdesk, or CRM platforms near the top of your resume.
- Detail Technical Support Successes: Mention specific examples of resolving basic software, platform login, or technical access queries in previous roles.
- Emphasize Multilingual Ability: Clearly list all South African languages you speak fluently alongside English.
Sample Helpdesk Consultant Interview Questions
Technical Query Resolution & Client Care
- Question (Technical Troubleshooting): “How do you guide a non-technical parent or teacher step-by-step through an online learning platform access issue?”
- Question (SLA & Pressure): “How do you prioritize your workload when managing a high volume of email tickets alongside incoming support calls?”
How to Apply
Submit your application directly through the official Optimi Group careers portal:
- Company: Optimi Group
- Division: Schooling (Teach 360)
- Position: Helpdesk Consultant
- Location: Centurion, Gauteng
- Closing Date: 02 October 2026