Executive- Platform & Customer Support

Job Descriptions:
We are looking for a proactive candidate with more than 2 years of experience who will be responsible for ensuring platform readiness, providing user and partner support, and maintaining high-quality standards across web and app platforms. One who is willing to work in the start-up culture and take challenges to make a difference in mutual growth & development to achieve its social impact in the health sector. The roles and responsibilities of this position will be: -

Key Responsibilities:

A) Platform Operations -
Assess the readiness of the platform (app and web) before release by evaluating its various capabilities and features.
Document issues and collaborate with the tech team for resolution.
Ensure quality and provide feedback to improve user experience.
Assist in creating comprehensive documentation and user support manuals to ensure clarity and ease of use.
B) Platform Support -
Serve as the first point of contact for user assistance, troubleshoot issues using diagnostic techniques, resolve tickets with tech team support, and ensure quick, excellent service.
Maintain records of tickets and resolutions, follow up with users for necessary information, stay updated on platform features, and provide feedback to improve processes.
Handle user queries across multiple platforms such as WhatsApp, FreshChat, phone, and email, ensuring seamless communication and support.
Support partners in content uploads and course creation process.
Qualification & Skills
Any Bachelors Degree is preferred.
1- or 2-years experience in operation/support role especially.
Working experience on online educational platforms.
Knowledge of relevant call-tracking applications
Related experience and training in troubleshooting and providing help desk support
Excellent oral and written communication with interpersonal skills
User-oriented, patient, and understanding.
Candidates should be detail-oriented, organized, proactive, and the ability to meet deadlines is a must.
Exposure to the healthcare sector and dealing with healthcare professionals will be an added advantage.
Compensation
Competitive and commensurate with experience and abilities.
To apply to this position, please send your detailed resume along with a covering letter to mahua@aastrika.org with a mandatory subject line Application for the Platform & Support Executive.