Technical Support Executive - Helpdesk

The Candidate is required to work from the Govt. Of India office

Location : Charity Commissioner's Office, 2nd Floor, SASMIRA Building, SASMIRA Road, Worli, Mumbai \- 400032

Fixed off: Saturday and Sunday

All govt. holiday off

Application Support

• Provide Level\-1 support for the OCC web portal and digital services.
• Assist users with registration, login and account\-related issues.
• Guide citizens through online applications and service workflows.
• Support Trust, Society, Event and other online application processes.
• Assist with document upload and submission\-related issues.
• Help users check application status and track submissions.
• Perform basic browser, connectivity and application troubleshooting.
• Identify issues requiring technical escalation.

Citizen Helpdesk

• Act as the first point of contact for citizens and portal users.
• Explain portal processes clearly in Marathi.
• Assist users with limited digital literacy.
• Provide patient, professional face\-to\-face assistance at the Regional Office.
• Explain error messages and corrective actions in simple language.
• Provide handholding during online application submission.

Ticket Management

• Register and update citizen/user issues in the Ticket Management System.
• Categorize and prioritize tickets.
• Record issue details, screenshots and relevant information.
• Track tickets through resolution and maintain SLA timelines.
• Escalate unresolved or critical issues to the appropriate Appventurez support team.
• Follow up on pending tickets and maintain accurate ticket status.

Regional Office Coordination

• Coordinate with OCC Regional Office officials.
• Coordinate with Appventurez central application/technical support teams.
• Report recurring application issues and frequently occurring user problems.
• Maintain daily support activity records and reports.
• Assist during new feature releases, updates and system changes.

Pay: ₹12,000\.00 \- ₹16,000\.00 per month

Benefits

• Cell phone reimbursement
• Commuter assistance
• Internet reimbursement
• Paid sick time
• Paid time off

Work Location: In person