Backend support role handling client queries, ticket management, and coordination with development teams for custom IT software projects. Ideal for 0–2 years experience.

About the Company Dhwani Rural Information Systems is a social/development sector-focused advisory and consulting firm that develops IT applications for NGOs, government functionaries, CSRs, and international funding organizations to manage their projects and programs in India and abroad. The company works at the intersection of technology and social impact, delivering custom software solutions to improve program management and data-driven decision-making.

Role Overview We are seeking a tech-savvy and detail-oriented Technical Operations Analyst to join our Customer Success & Support team. This is a backend support role focused on backend operations and technical issue management. The role involves handling support queries, analyzing issues, coordinating with internal teams, and ensuring timely resolution through structured tracking and communication. This role provides strong exposure to real-world system operations and a growth path into technical or product roles.

Key Responsibilities

• Act as L2/L3 support for user and client queries
• Handle user queries and provide backend support
• Log, track, and manage tickets using tools like JIRA, ClickUp, Bitrix, etc.
• Work on applications and web portals
• Coordinate with development and product teams for issue resolution
• Communicate status updates, resolutions, and ETAs to clients
• Maintain documentation of recurring issues and solutions
• Perform Excel reporting and data validation
• Identify patterns in issues and suggest process/product improvements

Tech Stack

• Ticketing tools: JIRA, ClickUp, Bitrix
• Applications/Web portals
• MS Excel / Google Sheets
• Basic understanding of web application architecture
• Remote collaboration tools (implied for hybrid work)

0-2 years of experience, proficiency in MS Excel/Google Sheets, familiarity with ticketing tools (JIRA, ClickUp, Bitrix, or similar), basic understanding of web applications/portals, good communication and stakeholder management, attention to detail and problem-solving skills.

Health insurance, leave encashment, paid sick time, Provident Fund