Technical Analyst

About Hero Vired:
Would you like to be part of an exciting, innovative, and high-growth startup from one of the largest and most well-respected business houses in the country - the Hero Group?
Hero Vired is a premium learning experience offering industry-relevant programs and world-class
partnerships, to create the change-makers of tomorrow.
At Hero Vired, we believe everyone is made of big things. With the experience, knowledge, and expertise of the Hero Group, Hero Vired is on a mission to change the way we learn. Hero Vired aims to give learners the knowledge, skills, and expertise through deeply engaged and holistic experiences, closely mapped with industry to empower them to transform their aspirations into reality.

The focus will be on disrupting and reimagining university education & skilling for working professionals by offering high-impact online certification and degree programs.
The illustrious and renowned US $5 billion diversified Hero Group is a conglomerate of Indian companies with primary interests and operations in automotive manufacturing, financing, renewable energy, electronics manufacturing, and education. The Hero Group (BML Munjal family) companies include Hero Moto Corp, Hero Fin Corp, Hero Future Energies, Rockman Industries, Hero Electronix, Hero Mindmine, and the BML Munjal University.

Role :
Technical Analyst (Mentor)
Job Type: Full Time
Work Type:
Work From Office

Location:

New Delhi (Sultanpur)/Gurugram

Experience:

2 to 3 years
Department:
Operations/Delivery

Role Overview :
We are looking to onboard Technical Analyst (Mentor) who bring together strong customer support skills with solid technical understanding. This role is critical to delivering a high-quality learning experience by acting as the primary point of contact for learners while also providing academic and technical support across the program lifecycle.
The Learner Relationship Manager will own the learner journey end to end, ensuring clarity, timely
resolution of issues, academic and technical support during live sessions, and consistent engagement.
This role bridges the gap between learners, faculty, and internal teams and plays a key role in driving learner satisfaction, engagement, and retention.

Key Responsibilities
Assist faculty during live sessions by managing learner questions, resolving technical issues, and highlighting common doubts.
Act as the first point of contact for learners across Email, Ticketing Systems, Whats App, one-on- one conversations, and phone support
Own learner queries end-to-end, including troubleshooting, internal coordination, and closure communication
Manage learner grievances and service-related issues in a structured and solution-oriented manner
Proactively prevent escalations through early intervention, structured follow-ups, and clear communication
Escalate issues to relevant internal stakeholders with clear context, documentation, and
expected resolution outcomes
Track and follow up on escalations to ensure timely and effective closure
Maintain accurate records of learner interactions, actions taken, and resolutions
Build trust-based relationships with learners through consistency, reliability, and empathy
Collaborate closely with academic, Learning experience, careers and technology teams to improve learner experience outcomes

What We Look For
Proficiency in Excel and SQL is required. Python is preferred. If not proficient, the candidate must demonstrate a strong learning attitude and the ability to pick up these skills through live sessions.
2 to 3 years of experience in a learner-facing or customer experience role within the education or EdTech ecosystem
Strong learner-first mindset with a clear focus on service quality and experience excellence
Excellent verbal and written communication skills with high standards of clarity and professionalism
Strong consultative mindset with the ability to guide and support learners through challenges
High ownership of learner experience and strong bias for resolution
Ability to manage difficult conversations with maturity and composure
Strong coordination and stakeholder management skills
Comfortable using tools such as CRMs, Zoom and ChatGPT to improve productivity and operational efficiency