Executive - User Support

About ECHO India: ECHO India is a non-profit trust committed to improving the well-being of communities by empowering first mile professionals through capacity building initiatives. Our comprehensive approach encompasses healthcare, education and support for the achievement of the Sustainable Development Goals (SDGs). We collaborate closely with government bodies, healthcare institutions, hospitals, medical colleges, nursing councils, schools, and development sector entities. ECHO India's innovative 'Hub and Spoke' Model of capacity building involves a team of experts serving as the hub, mentoring and training the spokes, who are a cohort of learners. This approach is supported through a cutting-edge digital infrastructure, ‘iECHO’ that enables scalable and sustainable capacity building in a cost-effective manner. Together, we strive to create positive change and drive meaningful impact in the communities we serve.

 Assist in onboarding new clients to the platform, guiding them through the initial setup process.

 Conduct training sessions to help clients understand and effectively use the platform’s features.

 Provide clear and concise instructions to users, ensuring they feel comfortable navigating the platform.

 Act as the first point of contact for clients, addressing their queries and concerns related to platform usage.

 Offer proactive support to help clients maximize the value of the platform for their specific needs.

 - Gather feedback from clients about their experience and provide insights for improving platform usability and functionality.

Resolve basic technical issues and escalate complex problems to the appropriate technical team.

 Assist clients with troubleshooting common platform-related problems.

 Maintain a comprehensive understanding of the platform to effectively support clients.

Communicate effectively with clients via email and chat to provide timely and helpful responses.

 Keep clients informed about updates, new features, and best practices for using the platform.

Develop positive relationships with clients, ensuring they feel valued and supported.

Create and maintain documentation for common client inquiries and platform usage guidelines.

Prepare reports on client feedback, platform issues, and support activities.

Keep records of client interactions, documenting support provided and any ongoing issues.

Strong technical aptitude with the ability to learn and explain complex software solutions.

Excellent communication and interpersonal skills.

Proficiency in using CRM and support tools.

Strong problem-solving skills with a customer-focused approach.

Ability to work independently and manage multiple tasks.

Bachelor's degree in a relevant field or equivalent experience