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DIYguru Education & Research

Compare

3.4

based on 8 Reviews

29 DIYguru Education & Research Jobs

Technical Support Specialist

DIYguru

3.4

based on 8 Reviews

2-4 years

New Delhi, Pune

1 vacancy

Technical Support Specialist

DIYguru Education & Research

posted 8d ago

Job Role Insights

Flexible timing

Key skills for the job

Computer Science Information Technology Renewable Energy Content Management CMS Support Services

Job Description

Provide Technical Support : 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.

Diagnose and Resolve Technical Issues : 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.
Assist with Platform Navigation : Help learners and staff navigate e-learning platforms, including course management systems, virtual classrooms, and multimedia resources. Provide guidance on platform features and functionalities.
Maintain Support Documentation : Create and update support documentation, including FAQs, troubleshooting guides, and knowledge base articles, to assist users in resolving common technical issues independently.
Monitor and Escalate Issues : Monitor incoming support requests and prioritize them based on urgency and impact. Escalate complex issues to higher-level support or development teams when necessary.
Collaborate with Cross-Functional Teams : Work closely with IT, development, and instructional design teams to address technical challenges, implement solutions, and enhance platform performance and user experience.
Test and Validate Platform Updates : 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.
Track and Report Support Metrics : 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.
Provide Training and Guidance : Conduct training sessions and workshops for learners and staff to enhance their technical proficiency with e-learning platforms and tools. Promote best practices for using digital resources effectively.
Stay Updated on Technology Trends : Keep up-to-date with the latest trends and advancements in e-learning technology and digital education tools. Apply new knowledge to improve support services and enhance user experience.

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.