Technical Support Specialist

6 days ago

Bangalore Urban, India PW (PhysicsWallah) Full time

Job Title: STUDENT SUCCESS SPECIALIST(TECHNICAL)

Job Description: The Student success specialist(technical) will be responsible for addressing learner queries through both the ticketing and calling systems, while conducting in-depth analysis to identify opportunities for improvement.

This role is essential in enhancing learner experiences, optimizing course content, and improving instructor effectiveness. The ideal candidate will possess excellent communication and analytical skills, with a strong commitment to delivering exceptional customer satisfaction.

Key Responsibilities:

● Resolving subject related doubts (DevOps) per day with a higher level of authenticity and perfection.

● Follow up calls with the enrolled learners and increase their course completion rate.

● Handling escalations and providing resolution to the learners while maintaining TAT.

● Sharing weekly, monthly and quarterly reports to the support manager.

● Compile and analyze feedback data to identify trends, strengths, and areas for improvement.

● Collaborate with program managers to implement necessary changes and enhancements based on learner feedback.

● Develop and maintain a feedback database to track and monitor feedback trends and progress over time. ● Assist in the creation of surveys and questionnaires to collect feedback from learners. ● Provide reports and insights to program managers and stakeholders based on feedback analysis. ● Stay updated on industry trends and best practices related to learner feedback and incorporate them into the feedback process.

● Ensure the confidentiality and anonymity of the learners while collecting and handling feedback. Preferred Qualifications:

● B-TECH with equivalent work experience of 2-3 years (Freshers are also welcome)

● Deep conceptual understanding of data science and data analytics concepts

● Experience in teaching data science and data analytics is an added advantage

● Excellent email writing skills..

● Proven experience in gathering and analyzing feedback data.

● Strong interpersonal and communication skills to engage effectively with learners.

● Excellent analytical skills with the ability to interpret data and identify trends.

● Detail-oriented with strong organizational and time management abilities.

● Proficient in using feedback collection tools and software.

● Knowledge of learning management systems (LMS) is a plus.

● Ability to work independently and collaboratively in a team environment.

● Demonstrated commitment to delivering exceptional customer service.


Important Pointers - Willingness to take on multiple projects and complete them on time.. - Strong communication skills in both Hindi and English. - proven technical in data science and analytics is a must for this role. - Location - Bangalore, HSR - Ability to work independently and collaboratively in a team environment.

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