Information Technology Help Desk

2 weeks ago

Kanpur, Uttar Pradesh, India SkillUp Online Full time

We are seeking a proactive and cooperative Help Desk Support Specialist to provide front-line support for users of the website and employee volunteering & giving program. This role is essential to ensuring a seamless experience for learners, educators, and employees by resolving inquiries efficiently and professionally.

Key Responsibilities

SkillsBuild.org Support

  • Respond to and resolve user inquiries related to:
  • Registration issues (e.g., trouble signing up)
  • Login issues (e.g., access problems for registered users)
  • Learning activity completion tracking
  • Access to learning content
  • Digital credentialing and badge issues
  • Translation corrections and feedback
  • Other technical issues
  • General program questions
  • Document and categorize issues to identify trends and inform platform improvements.
  • Collaborate with technical and program teams to escalate and resolve complex issues.
  • Maintain and update a user-facing FAQ and internal knowledge base.

Employee Volunteering & Giving Program Support

  • Provide support for employees participating in volunteering and donation programs.
  • Answer questions related to:
  • Volunteering activities and opportunities
  • Eligibility of charities for donations
  • General program guidelines and processes
  • Liaise with internal program managers to ensure accurate and timely responses.
  • Track inquiries and feedback to support program enhancements.

Qualifications

  • Excellent written and verbal communication skills.
  • Strong customer service orientation with a problem-solving mindset.
  • Experience using help desk or ticketing systems (e.g., Zendesk, Freshdesk).
  • Ability to manage and prioritize multiple inquiries in a fast-paced environment.
  • Familiarity with digital learning platforms and/or corporate social responsibility programs is a plus.
  • Comfortable working independently and collaboratively across teams.

Preferred Experience

  • 2+ years in a help desk, customer support, or program support role.
  • Experience supporting educational technology or nonprofit/corporate social impact programs.
  • Bilingual or multilingual capabilities are a plus.

What We Offer

  • Opportunity to support meaningful educational and social impact initiatives.
  • Collaborative and mission-driven work environment.
  • Professional development and training opportunities.

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