Technical Support Specialist

About DIYguru
DIYguru is a leading platform specializing in electric mobility education and sustainable technology training. We offer a wide range of courses and certifications designed to upskill individuals and organizations in electric vehicles, renewable energy, autonomous systems, smart manufacturing, and more. Our mission is to empower future professionals through innovative education and seamless digital learning experiences.

Position Overview
We are seeking a dedicated and customer-focused Technical Support Specialist to join our team. The ideal candidate will be responsible for providing technical support to learners and staff, addressing issues related to e-learning platforms and tools. As a Technical Support Specialist at DIYguru, you will play a crucial role in ensuring a smooth and effective learning experience for our users by resolving technical issues promptly and professionally. This role is perfect for someone with strong technical troubleshooting skills, excellent communication abilities, and a passion for helping others.

Key Responsibilities

• Provide Technical Support: Offer timely and effective technical support to learners, instructors, and staff members experiencing issues with e-learning platforms, tools, and digital resources. Respond to inquiries via email, phone, and chat.
• Diagnose and Resolve Technical Issues: Troubleshoot and resolve a wide range of technical issues, including login problems, connectivity issues, software glitches, and compatibility concerns. Guide users through step-by-step solutions to resolve their issues.
• Assist with Platform Navigation: Help learners and staff navigate e-learning platforms, including course management systems, virtual classrooms, and multimedia resources. Provide guidance on platform features and functionalities.
• Maintain Support Documentation: Create and update support documentation, including FAQs, troubleshooting guides, and knowledge base articles, to assist users in resolving common technical issues independently.
• Monitor and Escalate Issues: Monitor incoming support requests and prioritize them based on urgency and impact. Escalate complex issues to higher-level support or development teams when necessary.
• Collaborate with Cross-Functional Teams: Work closely with IT, development, and instructional design teams to address technical challenges, implement solutions, and enhance platform performance and user experience.
• Test and Validate Platform Updates: Assist in testing and validating updates, new features, and bug fixes for e-learning platforms and tools. Ensure updates are deployed smoothly and do not disrupt the user experience.
• Track and Report Support Metrics: Monitor support metrics and track the resolution of technical issues. Provide regular reports on common issues, response times, and user feedback to help improve support services and platform quality.
• Provide Training and Guidance: Conduct training sessions and workshops for learners and staff to enhance their technical proficiency with e-learning platforms and tools. Promote best practices for using digital resources effectively.
• Stay Updated on Technology Trends: Keep up-to-date with the latest trends and advancements in e-learning technology and digital education tools. Apply new knowledge to improve support services and enhance user experience.

Requirements

• A bachelor’s degree in Information Technology, Computer Science, Education Technology, or a related field.
• A minimum of 2-4 years of experience in technical support, preferably within the education or e-learning sectors.
• Strong technical troubleshooting skills and a solid understanding of e-learning platforms, content management systems (CMS), and virtual classroom tools.
• Experience with help desk software and support ticket systems.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users clearly and patiently.
• Strong organizational skills and the ability to manage multiple tasks and priorities effectively.
• Customer-focused mindset with a commitment to providing high-quality support and enhancing the user experience.
• Ability to work independently and as part of a team in a fast-paced environment.
• Self-motivated, proactive, and adaptable to changing technologies and user needs.
• Fluent in English; proficiency in additional languages is a plus.

What Makes DIYguru a Great Place to Work
At DIYguru, we believe in fostering a culture of innovation, collaboration, and continuous learning. We value diversity and inclusion and empower our team members to achieve their full potential. As part of our team, you will have the opportunity to make a significant impact on our learners’ experiences and help shape the future of education technology.

Join Us
If you are a technically skilled professional with a passion for helping others and a commitment to enhancing the digital learning experience, we encourage you to apply for the Technical Support Specialist position at DIYguru. Help us provide exceptional support to our learners and staff, ensuring a seamless and effective educational journey.