Technical Support Associate

QUEST Alliance; Kamrup Metropolitan; On-site; INR 324,979 - 389,260; Full time

Benefits offered by this job

Personal accident insurance

Mediclaim insurance

Internet allowance

Childcare support

Menstrual leave

Wellbeing programs

Job summary

Quest Alliance in India is seeking a Technical Support Associate to provide first-line support for MyQuest, QUESTApp and related platforms. You will diagnose issues, manage user accounts, perform UAT, and collaborate with product, QA and partner teams.

The role covers platform administration, user onboarding, SOPs, and reporting. Travel to partner sites may be required. Strong English and Hindi communication is essential, with additional regional language being a plus.

Qualifications

• Bachelor's degree in Computer Applications or Computer Science, Information Technology, Electronics, or a related discipline.
• Minimum 2 years of experience in Technical Support, IT Operations, Product Support, or Application Support.
• Experience supporting web and mobile applications.
• Experience with user management and admin portals.
• Exposure to UAT, regression testing, and Jira or similar ticketing tools is preferred.
• Excellent verbal and written communication skills in English and Hindi. Knowledge of an additional regional language is an added advantage.

Responsibilities

• Provide first-line technical support for digital platforms and applications by diagnosing issues, resolving user queries, and escalating complex issues when required.
• Collaborate with Product, Engineering, and Quality Assurance teams to ensure timely issue resolution and platform stability.
• Support user onboarding, account management, access control, and platform administration activities.
• Maintain accurate platform configurations and user data to ensure smooth operations.
• Prepare and maintain user guides, SOPs, knowledge articles, and technical documentation.
• Support operational reporting, issue tracking, and release communications.
• Deliver product orientation and technical enablement sessions for internal teams, implementation partners, and end users.
• Gather user feedback and collaborate with stakeholders to support continuous product improvement and successful platform adoption.
• Travel to partner locations, when required, to support product implementation, technical setup, user training, and issue resolution.

Skills

Technical support experience

English & Hindi communication

Education

Bachelor's degree in Computer Applications or Computer Science, IT, Electronics

Tools

Jira

Job description

About Us

Role Purpose

The Technical Support Associate will provide first-level technical support for MyQuest, QUESTApp, Admin Panel, MQOPS, and other digital platforms. The role will work closely with Product, QA, Learning Experience, Program teams, and implementation partners to troubleshoot issues, manage user accounts, perform UAT, support technology deployments, and build partner capacity on digital platforms.

Key Responsibilities

Application Support

• Provide first-line technical support for digital platforms and applications by diagnosing issues, resolving user queries, and escalating complex issues when required.
• Collaborate with Product, Engineering, and Quality Assurance teams to ensure timely issue resolution and platform stability.

Platform Administration

• Support user onboarding, account management, access control, and platform administration activities.
• Maintain accurate platform configurations and user data to ensure smooth operations .

Documentation & Reporting

• Prepare and maintain user guides, standard operating procedures (SOPs), knowledge articles, and technical documentation.
• Support operational reporting, issue tracking, and release communications.

Training & Stakeholder Engagement

• Deliver product orientation and technical enablement sessions for internal teams, implementation partners, and end users.
• Gather user feedback and collaborate with stakeholders to support continuous product improvement and successful platform adoption.

Field Support

• Travel to partner locations, when required, to support product implementation, technical setup, user training, and issue resolution.

Required Experiences & Skills

• Bachelor's degree in Computer Applications or Computer Science, Information Technology, Electronics, or a related discipline.
• Minimum 2 years of experience in Technical Support, IT Operations, Product Support, or Application Support.
• Experience supporting web and mobile applications.
• Experience with user management and admin portals.
• Exposure to UAT, regression testing, and Jira or similar ticketing tools is preferred.
• Excellent verbal and written communication skills in English and Hindi. Knowledge of an additional regional language is an added advantage.

Salary

The pay band for the position starts at Rs. 32,000 /- per month (cost to company) ( The salary offered will be commensurate with the experience and expertise of the candidate)

Benefits

In addition to your compensation, you are also eligible for a suite of benefits designed to support your well-being and growth:

• Comprehensive Personal Accident Insurance covering up to ₹10,00,000 annually
• Mediclaim Insurance covering up to ₹3,00,000 annually, supported through our insurance partner, who also offer additional wellness benefits
• Reach for the Stars (RFS) amount of up to ₹5,000 to support your self-learning and knowledge-building efforts
• Internet allowance of up to ₹750/month, reimbursable based on actual usage to support flexible and hybrid working arrangements
• For employees with children under the age of 6 years, Quest offers childcare or day care fee support through a monthly matching contribution of up to ₹3,000, helping you create a supportive work-life balance
• Offering Menstrual Leave, 1 day per month across the country
• Access to emotional health and wellbeing programs such as:
• Group sessions worth ₹8,000 per session fully covered by the organisation
• 1:1 counselling sessions (worth ₹2,000 per session), fully covered by the organisation

About Quest Alliance

Quest Alliance prepares young learners in India with the skills, mindsets, and support systems they need to thrive in life, learning, and work.

A social impact organization with close to two decades of experience, Quest Alliance works at the intersection of technology and future skills to make learning more equitable and relevant, especially for socially and economically vulnerable learners.

The organization influences systems to empower young learners in government high schools and trade and vocational institutes to holistically navigate their education to career transitions.

Quest Alliance works across 12 Indian states and is partnered with nine state governments, over 80 CSOs, national ministries, and funders. It has impacted 1.8 million young lives to date.

Learn More: Quest Alliance | LinkedIn | Youtube | Explore Career Pathways at Quest

At Quest Alliance, we pride ourselves on being an Equal Opportunities employer, embracing applications from all segments of the community. We are committed to ensuring that every applicant and employee is treated with fairness and respect, regardless of gender, sexual orientation, marital status, social status, caste, religious belief, age, or any other factor that is irrelevant to performance. Your individuality is valued and respected within our organization.