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Technical Support Manager

3 months ago

Noida, Uttar Pradesh, India PW (PhysicsWallah) Full time

Job Title: Associate Manager/Manager Tech Support

Company: EdTech Company

Location: Noida (Pegasus & Noida One)/ Remote

Working Model: 6 days a week/ Wednesday Weekoff

Job Description:

We are seeking a proactive and capable Associate Manager/Manager Tech Support to become part of our team. Your role entails aiding educators in resolving technical issues during live sessions and offering support for our EdTech platform. Your main objective is to guarantee a smooth experience for our faculty by addressing issues related to live sessions, scheduling, and batch setup.

Responsibilities:

  • Provide immediate technical assistance to educators during live sessions, ensuring operational continuity and minimal interruptions.
  • Tackle and solve problems linked to Zoom webinar setup and other online class platforms.
  • Assist educators in setting up batches, timetables, and other platform configurations.
  • Provide direction and training to educators on platform usage, best practices, and troubleshooting methods.
  • Maintain precise and thorough records of support interactions and resolutions.
  • Collaborate with different teams, like product and engineering, to escalate and resolve intricate technical problems.
  • Monitor and assess support patterns to pinpoint areas for enhancement and prospective problems.
  • Communicate effectively with educators and other involved parties, delivering clear and concise explanations and instructions.
  • Stay informed about the latest industry trends and developments to offer knowledgeable support.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 2-4 years of technical support experience, ideally in an EdTech domain.
  • Solid technical understanding of online class platforms, specifically Zoom.
  • Exceptional problem-solving abilities and capability to troubleshoot complex technical problems.
  • Effective communication and interpersonal skills, with the capacity to explain technical concepts to non-technical users.
  • Customer-focused mindset with an emphasis on offering outstanding support and service.
  • Ability to perform well under pressure and handle multiple tasks concurrently.
  • Passion for technology and a dedication to helping others.