STEMpedia, a pioneer in the STEM learning ecosystem in India, is the market leader in indigenous STEM learning technologies. We develop advanced technology tools and services for educational institutions to foster innovation, creativity, problem-solving, critical thinking, and other essential 21st-century skills.
With a prominent presence in India, STEMpedia extends its influence and reputation internationally, serving educational institutions from prestigious schools in California to remote regions in Africa. Currently, we are actively involved in the government's SMART Anganwadis initiative, aiming to integrate advanced STEM education into early childhood development centers.
We are seeking an enthusiastic and technically proficient Technical Support Executive to deliver exceptional customer service and technical assistance for STEMpedia's products and services. The ideal candidate will possess strong technical knowledge, excellent communication skills, and a customer-focused approach.
Key Responsibilities:
1. Customer Support and Query Resolution
- Promptly address customer queries via email, phone, and live chat.
- Maintain a high level of customer satisfaction by effectively resolving concerns.
- Adhere strictly to defined Standard Operating Procedures (SOPs) and Turnaround Times (TATs).
2. Technical Assistance and Troubleshooting
- Provide support for software installation, updates, and application usage.
- Resolve hardware issues, including connectivity, functionality, and compatibility problems.
- Guide customers through step-by-step troubleshooting according to SOPs.
3. Repair and Replacement Process
- Facilitate repair and replacement requests under warranty.
- Verify product eligibility based on warranty terms and conditions.
- Coordinate with logistics and service teams to ensure timely resolution per Service Level Agreements (SLAs).
4. Documentation and Knowledge Base Management
- Develop and maintain user guides, FAQs, and troubleshooting manuals.
- Regularly update internal knowledge bases and ensure clarity, accuracy, and accessibility of documentation.
5. Bug Reporting and Feedback Collection
- Document and report software bugs, hardware issues, and recurring customer concerns.
- Provide constructive feedback to product and development teams.
- Track, log, and ensure timely resolution of reported issues.
Founded in 2016 by IITK alumni, STEMpedia envisions transforming AI and robotics, an emerging technology education space in the world, through its real-life application-driven approach to curriculum, unique teacher training program, and international events and competitions. We lead the AI and robotics education market in India with our holistic learning ecosystem for kids aged 7+ years. With our curated packages for schools, educational institutions, and activity centers, we have delivered our AI & robotics lab to 400+ schools across 50+ countries.
