Role Overview
We are seeking a Support Executive who will manage customer and learner queries while also implementing and maintaining a support tool (CRM or ticketing system). This role combines hands-on support delivery with process optimisation to ensure a seamless service experience.
Key Responsibilities
Customer & Learner Support
- Act as the first point of contact for queries via phone, email, or chat.
- Provide accurate information, troubleshoot issues, and escalate cases where necessary.
Support Tool Implementation & Management
- Lead the rollout and configuration of the support or ticketing tool.
- Maintain the system with updated workflows, FAQs, and automation rules.
Ticket & Query Resolution
- Track, resolve, and close tickets within defined SLAs.
- Maintain logs of frequent issues and solutions and convert them into structured FAQs.
Process Improvement & Reporting
- Generate reports on query volumes, response times, and resolution rates.
- Suggest process improvements to enhance overall customer experience.
Desired Skills & Qualifications
Skills
- Patience in handling customer and learner queries.
- Empathy towards customer requirements and issues.
- Strong problem-solving and communication skills.
- Ability to handle multiple queries and streamline support workflows.
Qualifications
- Bachelor's degree in any discipline.
- 1–3 years of experience in customer or student support, or operations.
- Hands-on experience with support or ticketing tools such as Freshdesk, Zoho Desk, Zendesk, or similar platforms is desirable.