
Support Executive
13 hours ago
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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