Technical Support Executive

Job Description: Position Type - Permanent Role - Executive - Technical Support Working Mode Hybrid Location – Pune Shift – 2nd Shift/Night Shift Position Overview: We are seeking a dedicated and detail-oriented Technical Support Executive to provide comprehensive support for our instructional and administrative needs. The ideal candidate will assist with classroom management, technical support during live sessions, and provide instructional and administrative support. The role is critical for ensuring a seamless and engaging learning experience for students across the EMESA and APAC time zones. Key Responsibilities: User Management - Enrolment: Excel template preparation for Okta and NovoEd Importing Excel templates into NovoEd/ Admin tool Sharing the activation links generated by admin tool via email template User Management - Maintenance: Support welcome email (with activation links and relevant Okta steps) Dispatch via admin tool Support course reminder emails dispatched via admin tool Move learners from one course to another Send activation link regeneration emails. Course Management: Course shell creation Copy courses Transfer courses from one instance to another Making Course/Lesson release date changes Setting up Demo courses Troubleshooting the course navigation/element access issue. Courses UI Setup: Client Site Flyer/Welcome Page Setup Platform Analytics: Source the data reports from the platform Ad-hoc Tech Support Requests: Answer queries related to technology for Sync/Async Learning Classroom Support: Setup and technical management of live sessions Monitor and respond to learner questions during live sessions via chat, forums, and other interactive platforms Organize and facilitate breakout rooms or group activities to ensure active participation and in-depth discussion Handle technical issues promptly to ensure smooth session flow, minimizing disruptions. Instructional Support: Prepare and distribute teaching materials, presentations, and resources. Administrative Support: Track and report attendance and participation, ensuring students are engaged and present. Maintain detailed records of student performance and progress, identifying areas where students may need additional support. Relay important announcements, deadlines, and updates to students through email and learning management systems. Upload and organize course materials, assignments, and recorded sessions (edit recordings before uploading) on the learning platform Qualifications: Experience in a similar role, preferably in an educational or training environment. Proficiency in using virtual learning platforms and tools such as Zoom, MS Teams, and learning management systems. Strong organizational skills and attention to detail. Excellent communication skills, with the ability to assist non-technical users. Ability to manage multiple tasks and work effectively under pressure. Flexibility to work in both the EMESA and APAC time zones. Preferred Qualifications: Experience in supporting online learning environments and virtual classrooms. Familiarity with video editing tools for session recordings. Basic understanding of educational technology and tools used for online learning. TE Should have a relevant degree, strong academic performance, and in-depth knowledge of the subject area. Prior teaching or tutoring experience and excellent communication and organizational skills are essential. TEs should be proficient in classroom technology, adaptable, and capable of managing time effectively. Strong interpersonal skills, including teamwork and engaging with students, are important. Professionalism, ethical conduct, and cultural competency are key, to ensuring an inclusive and supportive learning environment. The role requires a balance of technical expertise, teaching ability, and administrative efficiency. Virtual teaching experience will be an added advantage Working Hours: Must be able to work flexible hours to support both the EMESA, NAMR and APAC time zones.