Technical Support Executive

Job Description: Technical Support Executive – EdTech Company

Position: Technical Support Executive
Department: Customer Success / Technology Support
Location: Noida
Employment Type: Full-time

About Us

We are an innovative EdTech company dedicated to transforming learning experiences through technology-driven solutions. Our platforms empower students, educators, and institutions by providing seamless access to interactive tools and resources.

Role Overview

As a Technical Support Executive, you will be the first point of contact for customers (students, parents, and educators), assisting them with technical queries, troubleshooting issues, and ensuring smooth usage of our learning platforms. Your role is crucial in delivering an excellent customer experience and supporting the adoption of our solutions.

Key Responsibilities

• Provide prompt and efficient technical support via phone, email, chat, and ticketing systems.
• Troubleshoot issues related to platform access, login, video streaming, app usage, and device compatibility.
• Guide users step-by-step to resolve technical queries with patience and clarity.
• Collaborate with the product and engineering teams to escalate and resolve complex issues.
• Maintain accurate records of customer interactions, issues, and resolutions in CRM/ticketing tools.
• Assist in onboarding new users by guiding them through setup and platform features.
• Prepare knowledge base articles, FAQs, and user guides to reduce recurring queries.
• Identify recurring technical problems and suggest improvements to enhance user experience.
• Ensure customer satisfaction by following up on unresolved or escalated issues.

Requirements

• Bachelor’s degree in IT, Computer Science, or a related field (preferred).
• 1–3 years of experience in technical support, helpdesk, or customer support (EdTech experience is a plus).
• Strong problem-solving and troubleshooting skills.
• Good understanding of web applications, mobile apps, and learning management systems (LMS).
• Familiarity with tools such as Zendesk, Freshdesk, Jira, or similar support systems.
• Excellent verbal and written communication skills.
• Ability to remain calm and empathetic while handling challenging situations.
• Willingness to work in shifts, if required, to support users across time zones.

What We Offer

• Opportunity to be part of a fast-growing EdTech company shaping the future of education.
• Collaborative and dynamic work culture.
• Professional growth and training opportunities.
• Competitive salary and performance-based incentives.

Job Types: Full-time, Permanent, Internship
Contract length: 11 months

Pay: ₹9,838.82 - ₹20,000.00 per month

Work Location: In person