Executive- Digital Learning Platform & Support

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Job Title: Executive – Digital Learning Platform & Support

Department: SPHERE DIGITAL

Location: Koramangala, Bengaluru, Karnataka

Reports to: Manager- Partnerships

Website: www.aastrika.org and https://sphere.aastrika.org

Job Profile

We are seeking an Executive – Digital Learning Platform & Support with 0 to 2 years of experience to ensure seamless platform performance, deliver high-quality user and partner support, and maintain operational excellence across both web and mobile applications. The ideal candidate is comfortable using AI tools to enhance productivity and is eager to thrive in a dynamic start-up environment. This role requires a proactive mindset, a commitment to quality, and a passion for driving social impact in the health sector.

The important roles to perform are: -

Digital Learning Platform -

· 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.

· Participate in user feedback process to enhance and improve the overall user experience on the 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.

· Support internal teams in effectively adopting and utilizing features of the platform

Qualification & Skills

· Any Bachelor’s Degree is preferred.

· 2-4 years’ experience in operation/support role especially.

· 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

· Proficiency in using AI tools

· 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 post of Platform Operations & Support”.

Job Types: Full-time, Permanent

Pay: ₹400,000.00 - ₹600,000.00 per year

Benefits:

• Health insurance
• Paid sick time
• Provident Fund
• Work from home

Application Question(s):

• What experience do you have managing EdTech platforms and in support function?
• How many years of experience do you have in ticket support role through Fresh Chats, WhatsApp chats, phone calls or emails?
• Do you have experience working in Non-profit organisation(NGO)?
• How many years of experience do you have working with AI tools, Canva, Video editing, Chat GPT?
• How many years of work experience on Ed tech / digital learning platforms like Byju, Vedantu or Unacademy?

Experience:

• total: 2 years (Required)

Language:

• Hindi (Required)

Work Location: In person