Inbound IVR — L1 Helpdesk Support Executive

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

1. 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.

Key: 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.

1. Position

Position

Openings

Experience

Budget

L1 Helpdesk Support Executive (Inbound IVR)

3

1–2 years

Rs. 25,000 – 30,000 / month

1. 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)

1. 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.

1. 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.

1. Roles & Responsibilities
2. Attend inbound IVR calls — receive and handle calls from field teams on the programme IVR line.
3. Manage call flow — monitor the queue, and call back missed and abandoned calls within the agreed turnaround.
4. 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.
5. 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.
6. 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.
7. Follow up to closure — track escalated tickets with the L2 and vendor teams until resolved, and close the loop with the caller.
8. Meet service levels — work to the agreed response, first-call-resolution and escalation turnaround targets, and maintain call quality standards.
9. Prepare the daily dashboard — compile call volumes, issue categories, resolution status and pending escalations each day.
10. 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 - (phone hidden) or mail your resume to [email protected] Pay: ₹25,000.00 - ₹30,000.00 per month

Work Location: In person

📌 Inbound IVR —Helpdesk Support Executive (Jaipur)
🏢 Excelr Edtech
📍 Jaipur