Associate - Customer Support

Tech4Dev Project Pvt Ltd · in 1 day
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Location
Remote
Department
Glific-T4D
Salary Range
₹ 9,00,000 - ₹ 11,00,000 / year
Employment Type
Full-time
Applications Received
0

ABOUT US

Project Tech4Dev aims to be a high performing tech enabler for nonprofits. At Project Tech4Dev, we provide solutions ranging from providing open-source platforms to NGOs to building tech capacity in nonprofits. We equip non-profits with the technology they need to amplify their impact. Our open-source platforms include- Glific, Dalgo, Avni, Kaapi and Sashakt. We also build tech and data capacity in nonprofits by placing seasoned technology professionals with our Fractional CxO Program. Find more about our initiatives here. The current position is for Glific.


Glific platform is a WhatsApp based open-source platform that enables NGOs to build and scale conversational experiences on WhatsApp for programs such as learning, health, and community engagement. The Glific team works closely with NGOs to ensure they can effectively adopt and use the platform through structured onboarding, ongoing support, consulting and continuous product improvements. Glific team engages with 150+ NGOs across 10+ sectors to bridge the last mile communication gap digitally.


We are hiring for an Associate Support role with preference for immediate joining. This role is for you, if you:

  1. Enjoy solving real problems and are curious about digging into issues, troubleshooting them, and finding the root cause to help users move forward.
  2. Like working closely with users—listening to their needs, guiding them through a product, and explaining technical concepts in a simple and empathetic way.
  3. Are excited about working at the intersection of technology and the social sector, supporting NGOs in using platforms like Glific to scale their impact.



RESPONSIBILITIES

NGO Onboarding (Account Setup & Training)

  1. Ensure NGOs complete the pre-onboarding process (pre-requisites to be done to start a WA chatbot) within the defined SLA through timely follow-ups and guidance.
  2. Conduct onboarding calls and ensure NGOs understand the platform, tailoring the session to their use case, needs, challenges, and technical proficiency.
  3. Facilitate large groups, in-person cohorts such as Launchpad and Accelerators.
  4. Design and deliver short explainer videos to help NGOs learn key platform workflows.
  5. Identify opportunities to improve the onboarding process and explore tools and methods to enable self-onboarding at scale.

Customer Support

  1. Resolve NGO queries within the defined SLA based on priority levels by troubleshooting issues, asking the right questions, and clearly communicating next steps, timelines, solutions, and root causes.
  2. Coordinate with the product and engineering teams by providing clear issue descriptions, logs, and reproduction steps.
  3. Independently resolve recurring technical queries wherever possible.
  4. Track and analyze support metrics such as ticket volume, issue categories, SLA compliance, resolution time, escalation rates, and customer satisfaction.
  5. Analyze community discussions to identify recurring issues and suggest improvements to the platform or documentation.
  6. Maintain and update product documentation to ensure it reflects the latest platform updates and reduces repetitive queries.
  7. Explore new support channels (e.g., WhatsApp, in-platform help, support desks) to make assistance more accessible.


REQUIRED EXPERIENCE

  1. 4-6 years of professional experience in any customer-facing roles such as Customer Support, Customer Success, Implementation, or Product Operations
  2. 4+ years of experience supporting technology products or SaaS platforms


PREFERRED EXPERIENCE

  1. Experience facilitating large group, in-person sessions or workshops
  2. Familiarity with database concepts and SQL queries
  3. Experience with chatbots and customer support tools (e.g., helpdesk platforms)
  4. Familiarity with AI tools and applications
  5. Experience working with NGOs, social sector organizations, or mission-driven products


SKILLS

  1. Excellent verbal and written communication skills
  2. Strong customer empathy with a user-centric approach
  3. Problem-solving mindset with good data analysis capabilities
  4. High ownership and accountability for deliverables
  5. Curious and proactive learner with a drive to explore new ideas


COMPENSATION: 9-11 lakhs per annum


LOCATION: 

  1. Work remotely from anywhere in India
  2. Connect with your local Project Tech4dev team once a month.
  3. Required travel every quarter for a week for Project Tech4dev team/ngo meetup.
  4. Required to travel for in-person onboarding events at least twice or thrice a year
  5. Immediate joining preferred