Technical Support Specialist Job in Delhi at DIYguru

DIYguru is hiring for the role of Technical Support Specialist!

Responsibilities of the Candidate:

• Offer timely and effective technical support to learners, instructors, and staff members experiencing issues with e-learning platforms, tools, and digital resources. Respond to inquiries via email, phone, and chat.
• Troubleshoot and resolve a wide range of technical issues, including login problems, connectivity issues, software glitches, and compatibility concerns. Guide users through step-by-step solutions to resolve their issues.
• Help learners and staff navigate e-learning platforms, including course management systems, virtual classrooms, and multimedia resources. Provide guidance on platform features and functionalities.
• Create and update support documentation, including FAQs, troubleshooting guides, and knowledge base articles, to assist users in resolving common technical issues independently.
• Monitor incoming support requests and prioritize them based on urgency and impact. Escalate complex issues to higher-level support or development teams when necessary.
• Work closely with IT, development, and instructional design teams to address technical challenges, implement solutions, and enhance platform performance and user experience.
• Assist in testing and validating updates, new features, and bug fixes for e-learning platforms and tools. Ensure updates are deployed smoothly and do not disrupt the user experience.
• Monitor support metrics and track the resolution of technical issues. Provide regular reports on common issues, response times, and user feedback to help improve support services and platform quality.

Requirements:

• A bachelor’s degree in Information Technology, Computer Science, Education Technology, or a related field.
• A minimum of 2-4 years of experience in technical support, preferably within the education or e-learning sectors.
• Strong technical troubleshooting skills and a solid understanding of e-learning platforms, content management systems (CMS), and virtual classroom tools.
• Experience with help desk software and support ticket systems.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users clearly and patiently.
• Strong organizational skills and the ability to manage multiple tasks and priorities effectively.
• Customer-focused mindset with a commitment to providing high-quality support and enhancing the user experience.
• Ability to work independently and as part of a team in a fast-paced environment.
• Self-motivated, proactive, and adaptable to changing technologies and user needs.
• Fluent in English; proficiency in additional languages is a plus.