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Operations Associate (4)

I-STEM is hiring two full-time Operations Associates in Bengaluru, focusing on customer care support and operational assistance. The role requires a Bachelor's degree in Science or Engineering, with responsibilities including managing customer queries, coordinating technical support, and maintaining documentation. Fresh graduates are encouraged to apply, and candidates should submit their resume, cover letter, and academic credentials to the provided email.

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Chandan P R
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5 views3 pages

Operations Associate (4)

I-STEM is hiring two full-time Operations Associates in Bengaluru, focusing on customer care support and operational assistance. The role requires a Bachelor's degree in Science or Engineering, with responsibilities including managing customer queries, coordinating technical support, and maintaining documentation. Fresh graduates are encouraged to apply, and candidates should submit their resume, cover letter, and academic credentials to the provided email.

Uploaded by

Chandan P R
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Operations Associate

Location: IISc, Bengaluru


Employment Type: Full-time
Positions vacant: 2
Experience: 0-1 year
Reports To: I-STEM Functional Manager

About I-STEM
Indian Science, Technology and Engineering facilities Map (I-STEM) is a dynamic and interactive
national portal, which hosts various scientific programs, initiated by office of the Principal
Scientific Adviser, Govt. of India. The main objective of having this portal (developed using public
fund) is to provide support to needy researchers in different ways and strengthen the R&D
ecosystem to fulfil the necessity of people of the country.
Website Address: https://www.istem.gov.in

Position Overview

We are seeking an Operations Associate with a strong focus on customer care support to
assist the I-STEM Functional Manager. This role combines customer service excellence with
operational support, offering freshers an opportunity to gain hands-on experience in
technical customer support and facility management.

Key Responsibilities:
Customer Care Support (Primary Function)
• Handle inbound and outbound calls for customer support and follow-up
• Manage customer queries and tickets through Freshdesk ticketing system
• Conduct proactive tele calling for user feedback and service improvement
• Coordinate with development team for technical issue resolution
• Track and follow up on pending customer requests and escalations
• Maintain detailed records of customer interactions and problem resolutions
• Assist in creating and updating customer communication templates
• Support in conducting customer satisfaction surveys
• Help identify and report recurring customer issues for process improvement
Technical Support Coordination
• Liaise between customers and technical teams for issue resolution
• Document technical issues for developer team reference
• Follow up with development team on ticket status and updates
• Help maintain and update technical FAQ documentation
• Assist in testing resolved issues before closing tickets
Documentation & Content
• Create and maintain customer interaction logs
• Help develop user guides and support documentation
• Support content creation for knowledge base articles
• Maintain equipment and service-related databases
Data Management & Reporting
• Generate daily/weekly customer support metrics reports
• Track customer response times and resolution rates
• Maintain customer feedback and interaction records
• Help analyze customer support data for improvements
Administrative Support
• Schedule customer follow-up calls
• Maintain support team calendars
• Assist in coordinating with various departments
• Help organize customer support training materials
Required Qualifications
• Bachelor's degree in Science or Engineering (Fresh graduates welcome)
• Excellent verbal and written communication skills in English
• Strong interpersonal and problem-solving abilities
• Proficiency in MS Office and basic computer skills
• Ability to learn new software tools quickly
• Patient and empathetic approach to customer service
• Good multitasking and organizational skills
Preferred Skills
• Basic understanding of ticketing systems (Freshdesk preferred)
• Experience in customer service or call center operations
• Familiarity with technical documentation
• Basic knowledge of data analysis and reporting
• Experience with remote collaboration tools
Technical Tools Knowledge
• Freshdesk or similar ticketing systems
• MS Office Suite
• Basic understanding of CRM systems
• Collaboration tools (Teams/Zoom)
Working Conditions
• Full-time position based at IISc, Bengaluru
• Regular work hours with occasional flexibility for customer support
• Fast-paced, learning-oriented environment
• Team-based work structure
Growth Opportunities
• Hands-on experience in technical customer support
• Exposure to scientific research infrastructure
• Training in customer service excellence
• Career path towards senior customer support roles
Remuneration
• Salary will be paid as per IISc, CeNSE norms for entry-level positions
• Benefits as per organizational policies
How to Apply

Qualified candidates should submit their:

1. Updated resume
2. Cover letter highlighting customer service aptitude
3. Academic credentials

to [email protected]

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