Aakash Educational Services Limited Hiring for Lead Product Support Engineer at New Delhi Full Time

About Us-

About Aakash BYJU’S Technology Innovation Lab –

Aakash BYJU’S – India’s trusted name in test preparation, offers the best of classroom and online learning experience, thereby giving students an extra edge. We help to prepare students for medical and engineering entrance exams such as National Eligibility Cum Entrance Test (NEET), Joint Entrance Examination (JEE – Main & Advanced), and school/ board examinations including scholarship exams such as NTSE, KVPY, and Olympiads.

Are you passionate about transforming the field of education as we know it? The way education is imparted has been disrupted massively due to forces such as ed-tech digital revolution, the advancement in artificial intelligence technology and the pandemic. Given the rapid pace of transformation, the vision of the Technology Innovation Lab at Aakash BYJUs is to make the education of the future a reality. The Technology Innovation Lab aims to leverage state-of-the-art technologies to develop industry-defining bleeding-edge solutions for a student-first world-class hybrid learning experience.

This involves –

● Reimagining and conceptualizing how education will be imparted in the future in the omni-channel and immersive learning environment

● Building data platforms such as Power BI dashboards to facilitate students, parents, teachers and the business

● Creating applications to support the futuristic tech-enabled smart classrooms

● Conceptualizing and developing mobile and web applications for seamless customer experience

● Developing Internet of Things (IoT) driven integrations into applications to build futuristic learning experience

● Leveraging Artificial Intelligence (AI) and Machine Learning (ML) to identity interventions to boost student performance.

Aakash Advantage

· 33 years of providing comprehensive and result-oriented test preparation

· 275+ centers across India to help you prepare in your city

· 3000+ expert faculty to teach, mentor and guide you

· 85000+ Rankers in NEET & JEE

BYJU’S Edge

· World’s largest education technology company with over 10 crore students

· Conceptual clarity through high quality videos

· Cutting-edge technology to help you practice and prepare better

Putting students first and continuously striving to meet their needs is core to Aakash BYJU’S. We are on a mission to build an omni-channel learning offering that will catapult the test-prep experience to the next level and help build India’s largest education company.

Requirements-

Job Overview

Provide first level of support and consultancy services to AESL End Users for resolution of software and data issues through email, phone interactions, desktop sharing and by using incident tracking system. Work directly with product engineering, business analysis and DBA teams to ensure that any issues raised are resolved in a satisfactory manner.

Key Responsibilities

• Provide support on incidents / service requests as per standard SLAs/Turnaround Times.

• Receive Support calls from AESL End Users.

• Respond to End Users query emails.

• Participate in UAT/ OAT/ Training sessions.

• Define master values in system.

• Ability to do first level of Investigation.

• Doing screen shares wherever necessary with clients and getting on calls to assist them.

• Escalate case to Level 2 or Level 3 for further investigations.

• Perform additional support tasks as assigned by Team Lead.

• Strong interpersonal ability to interact with teams across various sites/branches and within the organization.

• Would be the Primary escalation point for all blockages in the pipelines.

• Diagnose issues effectively and efficiently, completing all troubleshooting steps and escalation forms, as necessary.

• Must be able to prioritize or de-prioritize the customer incidents or requests considering business impact and urgency.

• Development and document support process (SOPs).

• Continuously improves customer service, productivity, process improvement.

• Confers with the Team Lead/Manager daily to clarify priorities, processes, assignments and to discuss any issues therein.

• Willing to work in rotation during holidays/weekends. (Regular working hours are day time business hours)

What We Offer-

As a technology professional in Aakash BYJU’s Technology Innovation Lab we offer you an opportunity to –

● Become a pioneer of the education of the future by reimagining and building innovative solutions for the Ed-tech industry leading hybrid learning experience

● Be a force of technological disruption as a part of a passionate and high growth team on an exciting endeavor to transform the education industry

● Innovate and challenge the status quo with the backing of BYJUs, the largest Ed-tech company in the world

● Belong to an upbeat, flexible and relaxed work culture with a specific focus on collaboration

● Craft an excellent career at Aakash BYJUs through a broad realm of career tracks and opportunities

● Excel in your chosen stream and become a renowned technologist in the Ed-tech industry with heavy investment from the business into your learning, exposure and growth

● Have a highly competitive compensation and benefits package.

If this excites you, we might have the perfect opportunity for you in the world’s most valued Ed-tech company , share resume at [email protected]