Support Executive

3 weeks ago


Kanpur Uttar Pradesh India, Uttar Pradesh EICTA Kanpur Full time

Position Title: Support Executive

Location: Kanpur/Remote

Employment Type: Full-time


Role Overview


We are seeking a Support Executive who will manage customer and learner queries while also implementing and maintaining a support tool (CRM/ticketing system). This role combines hands-on support delivery with process optimization 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 where necessary.


  • Support Tool Implementation & Management

• Lead the rollout and configuration of the support/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 FAQs.


  • Process Improvement & Reporting

• Generate reports on query volumes, response times, and resolution rates.

• Suggest process improvements to enhance customer experience.


Desired Skills & Qualifications

  • Skills
  • Patience to deal with customer 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/student support or operations.
  • Hands-on experience with support/ticketing tools (Freshdesk, Zoho Desk, Zendesk, or similar) desirable.

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