Website:
samarth.edu.in
Job details:
Company Description
Samarth eGov, an initiative under Project Samarth, is sponsored by the Ministry of Education (MoE) and designed and developed by Delhi University. The project focuses on equipping Indian universities and higher education institutions with advanced systems for process automation and e-governance.
Role Description
- This is a full-time, on-site Support Assistant/Associate role based in Delhi, India. The selected candidate will be responsible for providing administrative and technical support, addressing user queries, and troubleshooting system-related issues. The role also includes assisting with the maintenance of project documentation, conducting system training sessions, and collaborating with team members to improve internal processes and service delivery.
Key Responsibilities
- Own and manage end-to-end support operations for organizations and govt. bodies, ensuring timely and effective resolution of all functional and technical queries.
- Independently conduct structured training sessions (virtual and on-ground), including onboarding, refresher training, and issue-based interventions.
- Establish and maintain a robust documentation framework, including query logs, resolution trackers, SOPs, FAQs, and knowledge repositories.
- Analyze support trends and recurring issues to identify gaps, recommend process improvements, and reduce query volumes over time.
- Act as the single point of contact (SPOC) for all state-level stakeholders, ensuring clear communication, expectation management, and escalation handling.
- Coordinate cross-functionally with product, technical, and operations teams to drive issue resolution and system enhancements.
- Track and report key performance indicators (KPIs) such as turnaround time (TAT), resolution rate, training coverage, and stakeholder satisfaction.
- Ensure strict adherence to defined processes while also contributing to process optimization and standardization initiatives.
- Support rollout of new features, updates, and workflows by planning training, documentation, and change management activities
Experience:
Minimum 2+ years of relevant professional experience in support operations, project coordination, implementation, training, or client/stakeholder management roles.
Educational Qualification:
Master’s degree/MBA. Candidates with backgrounds in Management, Education, IT, or related fields will be preferred.
Core Competencies:
- Demonstrated experience in conducting training and onboarding sessions.
- Strong working ability in documentation, reporting, and knowledge management.
- Proven exposure to project execution, coordination, or implementation environments.
- Experience in handling stakeholder communication and issue resolution independently.
- Strong organizational skills with a process-oriented approach.
- Expertise on spreadsheets and presentation tools.
- Must be AI savvy.
- Must demonstrate expertise in building and running automations for customer support and success.
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