Inbound IVR — L1 Helpdesk Support Executive

Job Description

Inbound IVR — L1 Helpdesk Support Executive

JVVNL Digital Twin Workforce Training & Adoption Programme · Jaipur, Rajasthan · Fixed-term contract

About the Programme

ExcelR Edtech is the delivery partner for the JVVNL (Jaipur Vidyut Vitran Nigam Limited) Digital Twin Workforce Training & Adoption Programme, supported by the Global Energy Alliance for People & Planet (GEAPP). The programme trains approximately 6,000 JVVNL employees across 12 distribution circles in Rajasthan to use the Digital Twin platform in their day-to-day work.

The Jaipur helpdesk is the programme's L1 support layer. It receives inbound IVR calls from field staff — Linemen, Feeder In-charges, JENs, AENs and above — who are using the Digital Twin platform on the ground, and resolves or routes their queries so that platform adoption is sustained after training.

Important: this is digital-platform support, not an electrical fault helpdesk. Callers will raise issues such as login and access failures, indexing a distribution transformer, linking a consumer, setting asset status, submission and sync errors, and general 'how do I do this on the app' questions. An electrical background is required so that you can understand the caller's vocabulary and context — not to resolve grid or network faults. Full training on the Digital Twin platform will be provided at onboarding.

Position

Position

Openings

Experience

Budget

L1 Helpdesk Support Executive (Inbound IVR)

3

1–2 years

Rs. 25,000 – 30,000 / month

Terms of Engagement

Location

Jaipur, Rajasthan — on-site at the programme helpdesk facility

Engagement type

Fixed-term contract — minimum 10 months, aligned to the helpdesk SLA window; extendable to programme closure

Working days

Monday to Saturday

Shift timings

[To be confirmed — must cover the classroom-training windows, when call volumes peak]

Candidate base

Jaipur-based candidates only

Reporting line

Reports to the Programme / Project Manager (or the nominated programme SPOC)

Qualification & Background

Qualification — Diploma in Electrical Engineering preferred. ITI (Electrical) or a graduate with power-sector or voice-process/BPO exposure will also be considered.

Experience — 1–2 years, ideally in backend operations, customer support or a voice process with an electrical power-distribution company (DISCOM) or a power-sector service provider.

Location — Jaipur-based.

Skills & Attributes

Language — Fluent Hindi (Marwari an advantage) and working English. This is a non-negotiable requirement: callers are field staff across rural Rajasthan circles, and all support is delivered bilingually.

Communication — Clear, patient telephone manner; able to explain a digital workflow step-by-step to a caller who may have limited literacy or limited smartphone familiarity.

Digital fluency — Comfortable demonstrating and troubleshooting a smartphone application over the phone; able to learn a new platform quickly.

Systems — Basic computer literacy; MS Excel (for daily dashboards and reporting); familiarity with a ticketing / call-logging tool (training will be provided on the programme's tool).

Domain grounding — Understanding of power-distribution field vocabulary and the working context of linemen and field engineers.

Roles & Responsibilities

• Attend inbound IVR calls — receive and handle calls from field teams on the programme IVR line.
• Manage call flow — monitor the queue, and call back missed and abandoned calls within the agreed turnaround.
• Provide L1 support — resolve platform and workflow queries raised by linemen and other field callers at first level, using the knowledge base and quick reference guides.
• Log every call — record each call and query as a ticket in the helpdesk tool, with correct categorisation, so that resolution and SLA performance are auditable.
• Escalate correctly — route unresolved issues to the next level in line with the programme escalation matrix (L2 / App Provider / in-circle Field Support Trainer), with complete context attached.
• Follow up to closure — track escalated tickets with the L2 and vendor teams until resolved, and close the loop with the caller.
• Meet service levels — work to the agreed response, first-call-resolution and escalation turnaround targets, and maintain call quality standards.
• Prepare the daily dashboard — compile call volumes, issue categories, resolution status and pending escalations each day.
• Submit reports — provide daily and weekly inputs to the programme team for the MIS and helpdesk SLA reporting.

If interested, please apply or call Sunitha J A - 9900872634 or mail your resume to sunith.ja@excelr.com

Pay

₹25,000.00 - ₹30,000.00 per month

Work Location

In person