EdCast is the AI-Powered Knowledge Cloud solution for unified discovery, personalized learning, and knowledge management across the enterprise. Its award-winning platform is used internationally by Global 2000 companies and large government organizations, including NASSCOM and World Economic Forum, to solve the discovery and curation problems across all external and internal knowledge sources. EdCast's offerings include its Learning Experience Platform (LXP) and MyGuide's in-app guides, intelligence, and automation for business software.
Website: - www.edcast.com
Job Title: Associate Vice President - Customer Engineering
Year of experience: 15+
Location: Mumbai
Requirements
1. Integrate content partners (MKP amp; LXP)
2. Lead and guide customer and content partner calls
3. Troubleshoot issues related to integration and bring faster issue resolution
4. Monitor and track performance metrics of Chatbot and Ticketing system SLA
5. Identify process gaps and implement measures to correct it
Core Tasks/Duties/Responsibilities:
1. Lead Integrations and Support for FutureSkills
2. Monitor and Improve Support ticket SLA adherence
3. Identify gaps in processes and provide solutions
4. Reduce customer escalations by improving internal processes
5. Be part of customer calls and lead Integrations / Security / Infrastructure
6. Triage customer tickets
7. Onboard new partners by enabling Integrations
Education and Experience Requirements:
Benefits
An opportunity to get ahead in your career by building a great and exciting portfolio that helps others get ahead in theirs. You will be joining a truly passionate and multicultural team willing to make a difference and positively disrupt the way learning is done within organizations.
We believe in lifelong learning. We believe we can create abundant opportunities for workforce learning and up-skilling within the organization ecosystems. We have the spark, the ambition, the drive and the passion of making an impact in the world.