Job Description
About Dimagi
Dimagi is an award-winning social enterprise and a certified B Corp and Benefit Corporation. Our primary product, CommCare, is the most widely-deployed open-source digital platform for enabling Frontline Workers. Since 2002, Governments and organizations across all sectors have built customized mobile, web, and SMS applications on CommCare to deliver services to underserved populations. Dimagi is more than a tech company. We are an impact-first team of compassionate people from all parts of the world and all walks of life, dedicated to using business as a force for good in global health and development.
About The Position
Dimagi is seeking a Senior Support Analyst with excellent communication and problem-solving skills to join our Global Technology division. The Senior Support Analyst will advance our work through cross-divisional collaboration, advanced troubleshooting, and the implementation of the division's overall support strategy. This position requires occasional holiday on-call coverage.
Responsibilities
• Serve as the frontline of support to our users for more complex issues. This includes troubleshooting complex issues with our software, flag critical software errors, and identify next steps to solve them, maintaining communication with users throughout the process
• Work with users to accurately document issues and resolutions, and collaborate with our developers to solve complex technical problems
• Act as a senior role on the Support team, including assisting junior members of the team with complex issues, working with the Support Team Lead to set up any new triaging processes for incoming tickets, and understanding when to efficiently leverage members of the project team to unblock on critical issues
• Serve as a mentor to new members of the support team
• Document and clearly articulate support processes to members outside of the Support team as well as regularly update internal documentation
• Lead support-related onboardings for new team members (overview of system and support structures)
• Be responsible for meeting Support SLAs, and flag to Support Team Lead when they are being infringed upon
• Be available for handling communications for system wide priority 1 escalations for firefighting, including promptly responding to questions as they arise and providing regular updates internally and externally
• Work with the leadership teams to identify as well as keep up to date internal support metrics for project teams (e.g. showing reporting of # of tickets coming in, breakdown by project, etc.)
Relevant Skills
• Desire to make a social impact
• Between 1-3 years of experience providing software customer service or technical support OR between 1-3 years in a technology/technology adjacent role
• Outstanding written and spoken communication skills
• Excellent relationship-building skills and demonstrated patience in working with users
• Strong ability to pick up new technologies
• Great attention to detail and problem-solving skills
Bonus Skills
• Technical Degree – B.Tech/BE – any specialization, BCA, B.Sc – Comp.Science/IT or an equivalent degree
• Experience working with global, distributed teams
• Experience building applications on CommCare
Compensation And Benefits
We aim to make a difference, not just as a company but also as an employer. We are transparent about salaries at all levels of the organization and have a standard, global pay scale for all positions that is non-negotiable. The salary for this position which is affiliated with Dimagi's Delhi office is 1+,83,64+ INR annually.
The benefits we offer are geared towards having a strong impact on our staff's well-being. A few of our key benefits are outlined below:
• 100% employer-sponsored medical insurance covering employees and their family, paired with a generous OPD and mental health allowance
• Health and Fitness allowance
• Air Quality reimbursement to include air purifiers, pollution masks, etc
• Monthly contributions to each employee's EPF account
• Employee stock option plan
• 30 days Paid Time Off and Flex-Time
• Professional Development Benefit
• Complimentary lunch in the office
EEO Employer/Veteran/Disabled
Dimagi is an Equal Opportunity Employer. We celebrate and support diversity and are committed to providing a work environment that is inclusive and free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, ****** orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
If you are interested in applying for employment and need special assistance or a reasonable accommodation during the application or interview process for a posted position, please contact us at 617-XXXXXX or send an email to accommodations@dimagi.com detailing your request
Dimagi is an award-winning social enterprise and a certified B Corp and Benefit Corporation. Our primary product, CommCare, is the most widely-deployed open-source digital platform for enabling Frontline Workers. Since 2002, Governments and organizations across all sectors have built customized mobile, web, and SMS applications on CommCare to deliver services to underserved populations. Dimagi is more than a tech company. We are an impact-first team of compassionate people from all parts of the world and all walks of life, dedicated to using business as a force for good in global health and development.
About The Position
Dimagi is seeking a Senior Support Analyst with excellent communication and problem-solving skills to join our Global Technology division. The Senior Support Analyst will advance our work through cross-divisional collaboration, advanced troubleshooting, and the implementation of the division's overall support strategy. This position requires occasional holiday on-call coverage.
Responsibilities
• Serve as the frontline of support to our users for more complex issues. This includes troubleshooting complex issues with our software, flag critical software errors, and identify next steps to solve them, maintaining communication with users throughout the process
• Work with users to accurately document issues and resolutions, and collaborate with our developers to solve complex technical problems
• Act as a senior role on the Support team, including assisting junior members of the team with complex issues, working with the Support Team Lead to set up any new triaging processes for incoming tickets, and understanding when to efficiently leverage members of the project team to unblock on critical issues
• Serve as a mentor to new members of the support team
• Document and clearly articulate support processes to members outside of the Support team as well as regularly update internal documentation
• Lead support-related onboardings for new team members (overview of system and support structures)
• Be responsible for meeting Support SLAs, and flag to Support Team Lead when they are being infringed upon
• Be available for handling communications for system wide priority 1 escalations for firefighting, including promptly responding to questions as they arise and providing regular updates internally and externally
• Work with the leadership teams to identify as well as keep up to date internal support metrics for project teams (e.g. showing reporting of # of tickets coming in, breakdown by project, etc.)
Relevant Skills
• Desire to make a social impact
• Between 1-3 years of experience providing software customer service or technical support OR between 1-3 years in a technology/technology adjacent role
• Outstanding written and spoken communication skills
• Excellent relationship-building skills and demonstrated patience in working with users
• Strong ability to pick up new technologies
• Great attention to detail and problem-solving skills
Bonus Skills
• Technical Degree – B.Tech/BE – any specialization, BCA, B.Sc – Comp.Science/IT or an equivalent degree
• Experience working with global, distributed teams
• Experience building applications on CommCare
Compensation And Benefits
We aim to make a difference, not just as a company but also as an employer. We are transparent about salaries at all levels of the organization and have a standard, global pay scale for all positions that is non-negotiable. The salary for this position which is affiliated with Dimagi's Delhi office is 1+,83,64+ INR annually.
The benefits we offer are geared towards having a strong impact on our staff's well-being. A few of our key benefits are outlined below:
• 100% employer-sponsored medical insurance covering employees and their family, paired with a generous OPD and mental health allowance
• Health and Fitness allowance
• Air Quality reimbursement to include air purifiers, pollution masks, etc
• Monthly contributions to each employee's EPF account
• Employee stock option plan
• 30 days Paid Time Off and Flex-Time
• Professional Development Benefit
• Complimentary lunch in the office
EEO Employer/Veteran/Disabled
Dimagi is an Equal Opportunity Employer. We celebrate and support diversity and are committed to providing a work environment that is inclusive and free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, ****** orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
If you are interested in applying for employment and need special assistance or a reasonable accommodation during the application or interview process for a posted position, please contact us at 617-XXXXXX or send an email to accommodations@dimagi.com detailing your request
💡 Quick Summary
Seeking a career-building opportunity? The Senior Support Analyst position is now open for candidates interested in the Remote Jobs sector. This role in New Delhi offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Remote Jobs is a plus.
