Job Title: Tech Support Associate
Location: Remote (Preferred candidates in Bangalore)
Shift Timing:US Shift (Flexible) - 1 PM to 10 PM or 10 PM to 7 AM with rotational week offs.
About Cuemath
Cuemath is a global math education leader dedicated to building #1BillionMathMinds and inspiring students worldwide to excel in mathematics. Trusted by over 200,000 students across 80+ countries, Cuemath aims to equip the next generation with problem-solving skills, helping them succeed in an AI-driven world. Backed by industry leaders like Google, Cuemath has developed a unique platform that personalizes math education through engaging, one-on-one live sessions.
Role Overview:
As a Tech Support Associate, you will be part of a team that ensures smooth operation and resolution of tech-related queries and issues. You'll support our proprietary platform and be responsible for troubleshooting technical issues, maintaining system performance, and ensuring optimal user experience across multiple operating systems.
Key Responsibilities:
- Resolve Technical Issues with Precision: Serve as the first point of contact for resolving technical issues, including platform-specific challenges on both Mac and Windows systems. Use your technical expertise to swiftly diagnose and troubleshoot device-related issues, ensuring minimal user disruption and system efficiency
- Provide Exceptional User Support: Deliver clear, prompt, and professional assistance to both internal and external stakeholders. Communicate technical solutions easily, prioritising customer satisfaction and maintaining a high standard of service excellence
- Drive Continuous Improvement in Support Processes: Identify recurring issues and contribute to developing solutions to prevent future occurrences. Actively recommend and implement process enhancements that improve response times, resolution accuracy, and user satisfaction
- Document and Share Knowledge: Maintain thorough and up-to-date documentation for all resolved issues, creating a robust knowledge base to empower team members and improve response times. Ensure that critical insights and solutions are accessible across the support team
- Collaborate Across Teams for Optimal Solutions: Work closely with internal teamsincluding product development and engineeringto communicate user issues, gather insights, and provide feedback. Foster a collaborative environment to expedite complex issue resolutions and enhance platform functionality
Qualifications:
- 0-1 year of relevant experience in a tech support or similar role
- Bachelor's degree, preferably in engineering or a technical field
- Strong problem-solving skills, attention to detail, and a proactive attitude
- Excellent communication skills in English, both written and verbal
- Familiarity with both Mac and Windows operating systems
- A positive, can-do attitude with a willingness to learn and grow
Why Cuemath
Cuemath offers an innovative work environment where learning is continuous, and every day brings new challenges. By joining us, you'll help shape the future of math education and be part of a mission-driven team working to build tomorrow's problem solvers.
