Technical Support Manager

3 weeks ago

Noida, India PW (PhysicsWallah) Full time

Job Title:* Associate Manager/Manager Tech Support

*Location:* Noida (Pegasus & Noida One)/ Remote

Working Model- 6 days a week/ Wednesday Weekoff.

*Job Description:*
We are looking for a proactive and skilled Associate Manager/Manager Tech Support to join our team. In this role, you will be responsible for assisting teachers in resolving technical issues during live classes and providing support for our EdTech platform. Your primary goal will be to ensure a seamless experience for our faculties by troubleshooting issues related to live classes, scheduling, and batch configuration.

*Responsibilities:*
- Provide real-time technical support to teachers during live classes, ensuring smooth operations and minimal disruptions.
- Troubleshoot and resolve issues related to Zoom webinar configuration and other online class platforms.
- Assist teachers in configuring batches, schedules, and other platform-related settings.
- Offer guidance and training to teachers on platform usage, best practices, and troubleshooting techniques.
- Maintain accurate and detailed records of support interactions and resolutions.
- Collaborate with other teams, such as product and engineering, to escalate and resolve complex technical issues.
- Monitor and analyze support trends to identify areas for improvement and potential issues.
- Communicate effectively with teachers and other stakeholders, providing clear and concise explanations and instructions.
- Stay up-to-date with the latest industry trends and updates to offer informed support.

*Qualifications:*
- Bachelor‘s degree in Computer Science, Information Technology, or a related field.
- 2-4 years of experience in technical support, preferably in an EdTech environment.
- Strong technical knowledge of online class platforms, particularly Zoom.
- Excellent problem-solving skills and ability to troubleshoot complex technical issues.
- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Customer-centric mindset with a focus on providing exceptional support and service.
- Ability to work effectively under pressure and manage multiple tasks simultaneously.
- Enthusiasm for technology and a passion for helping others.

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