Tech Support Analyst (DPM)

Location:

Noida, UP, IN, 201306

Salary: Dependent on Skills and Experience

Division: Technology and Operations

Department: Digital Product Management

About the Role

Introduction –

This is a great opportunity to join a mission-driven organization focused on delivering high-quality educational products. As part of the Education division, this role supports blended digital products that impact learning both in schools and at home. You’ll be contributing to a team that values innovation, collaboration, and continuous improvement. If you're looking for a role that combines technical expertise with meaningful impact, this is a positive step forward in your career.

Opportunity –

As a Tech Support Analyst, you will:

Provide Level 1 digital customer support across current and future digital/blended products.
Ensure timely product installation in schools across various platforms (Windows, Android, etc.).
Capture and resolve customer issues via multiple channels (phone, email, app stores), escalating unresolved issues through ticketing systems like Redmine.
Manage and guide a team of technical support executives to ensure quick resolution and user onboarding.
Collaborate with internal teams (developers, customer support, marketing, editorial) and external partners to resolve bugs and queries.
Generate and share regular issue reports, track resolutions, and drive improvements based on root cause analysis.
Maintain and update product knowledge bases and FAQs regularly.

Your work will directly enhance user satisfaction and service delivery, making a measurable impact on both the team and the broader goals of OUP.

About You

Essential Criteria

Education: BTech/MCA/MSc/GNIIT or equivalent diploma/degree
Experience: Minimum of 3 years in application support
Strong understanding of digital product functionality across web and mobile platforms
Ability to manage SLAs and drive continuous service improvement
Excellent communication and collaboration skills

Desirable Criteria

Experience in managing outsourced teams
Familiarity with ticketing systems like Redmine
Exposure to educational technology and blended learning environments

Queries

Please contact shariq.anwar@oup.com with any queries relating to this role.
To ensure a smooth application process, please submit your CV through the provided link rather than via email.

We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.

Job Category: Product, UX & Design

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