Help Desk Associate
Help Desk Associate
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Job Description
JOB PURPOSE:
Support the Overall smooth functioning of Helpdesk (Calls / Mail / Tickets / Calls / Chat) functions to
learners enrolled to programs offered by Directorate of Online Education
Learner satisfactions and retention until they successfully complete programs.
Tasks
WORK RELATIONS:
Internal Interface Director Deputy Director Asst Director Programme Coordinators Course
Coordinators Course Mentors Admission office and Examination team
External Interface Students
Reporting Helpdesk Team Lead
CRITICAL ACCOUNTABILITIES:
- Response to Queries as per SLAs pertained Admission Applications course delivery Assessment related queries to eligible Learners pursuing online programs Follow up on pending queries and resolve them as per SLAs.
- Ensure seamless access to learners with respect to SLCM / LMS / Technical Platform pertained to online programs and support team
Requirements
Qualification and Experience:
- Post graduate / Graduate in any discipline with minimum 12 years of hands on experience in
- Handling large volume student in Online Mode and good English Communication Skills (Oral & Written).
Skills and Knowledge:
- Problemsolving skills. A passion for customer connect and engaging with students.
- The individual should have working knowledge of Ticketing / Call Handling platforms preferably in
Online Program delivery.
Employment Type
Full Time
