Product Support Engineer


Organisation:  Haqdarshak Empowerment Solutions.

Apply By:  21 Jul . 2017

Location:  Mumbai(Maharashtra)

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About the Organization

Haqdarshak is a social enterprise working to make welfare schemes more accessible to citizens by creating a multi-state, multi-lingual, mobile technology platform that helps citizens discover, apply for, and benefit from, government and private schemes that they qualify for. They can use the platform through a local trained facilitator, the ‘Haqdarshak’, or themselves, on payment of a small service fee, which makes it financially sustainable. The promoters have immense experience in entrepreneurship and grassroots work in this area.

 

The ‘Haqdarshaks’, as they are called, are people from the community and working on incentive based model where the income is based on number of citizens assisted in availing benefits of schemes. In 2015, we completed our research for States like Delhi, Gujarat, Tamil Nadu with a pilot of about 200 families in urban. From 2016 onwards, our focus is directed towards research of schemes for Maharashtra, Rajasthan, Andhra Pradesh, Uttar Pradesh, Haryana, Tamil Nadu and Delhi, for Central Government, State Government as well as private schemes.

 

The organization has entered into multiple partnerships with government (Rajasthan, Haryana) and corporate organizations (Tata Trust, PRADAN, TRIF, JPAL, Save the Children, MAVIM, Swadesh Foundation, Center for Social Justice (CSJ) amongst many others) to roll out the services. We want to touch a million lives in the next one year through effective use of technology and using network of people of on ground. The organization has won multiple awards indifferent platforms organized by MyGov, Deity, Sankalp Global Innovation forum, TIE Bangalore, Harvard SAI IIT Delhi, amongst others.

 

Please visit our website www.haqdarshak.com to learn more about the organization.

Position

Product Support Manager

Skills and responsibilities

Primarily, as part of the Haqdarshak team, the following skills and responsibilities shall engulf your role:

  • Managing technical and service related operations for the organization
  • Managing the operation coordinators in the day to day operations
  • Recommend changes to product and services to fulfill the ground needs
  • Ensuring work productivity of coordinators (operations) by resolving any issues or concerns arising on ground related to the product and application processes and getting back with timely satisfactory revert for optimum customer satisfaction, product usability and resource efficiency.
  • Working in close co-ordination with other verticals of the Organization and the product team in particular as an effective interface for optimal  on ground implementation.

Providing guidance for problems and question, Handling Escalation Calls, Emails & Chat.

 

  • Problem solving skills, analytical skills, ability to work under pressure and good communication skills.
  • Ability to interact with different teams from both IT and non-IT background and capture the requirements. Strong inter personal skills
  • Ability to quickly build the prototype, demonstrate and gather feedback from the stakeholders.
    • Monitor daily performances to enhance & up skill the Analysts and Senior Analysts.
    •     Maintaining a timely 1-2-1 feedback mechanism to ensure best practices are being followed for      maximum efficiency amongst the team.

Preferred: If applicant has led a Team of L1/Tech Support/ Application Support Under him.

Leadership Abilities:

  • Accept responsibility/accountability for assigned tasks.
  • Break problems into manageable pieces and follow an organized approach to resolve them from supervisor.
  • Develop contingency plans and be ready with backup options when needed.
  • Work effectively in fast paced, team oriented, rapidly changing environment.
  • Promptly recognize emerging problems, identify potential solutions, and seek help from others when necessary.
  • Deliver desired results on time.
  • Establish and maintain effective and cooperative working relationships with peers, management, and clients
  • Accept the problem on hand and act with prompt feedback
  • -Effective communication and reporting to the Line Manager.

Qualification and personal requisites -

  1. Minimum educational qualification - B.Tech/BE Computer Science
  2. Preference would be given to MCA, M Sc (Computer Science)
  3. Experience: 1-3 years of experience (preferably technology based work profile/Led & handled a team of Tech support or Application Support
  4. Empathetic towards problem solving and the skill for multi-resolving
  5. Respect for team members, humility and integrity must be observed.
  6. Must respect and comply Organizational protocol

 

Job Location – Position shall be based out of Mumbai.

 

Remuneration - Will be competitive as per market standards and in accordance to qualifications and relevant work experience.

If interested, please drop us an email at debranjani@haqdarshak.com with your updated CV and a cover letter. 

 

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