Student Support Associate

2 weeks ago


Mumbai, Maharashtra, India upGrad Full time

Position Title: Customer/Student Support Associate

Business Unit: Working Professional

Experience: 0-5 yr

Location: Marol, Mumbai

No of openings: 10

Shifts: 6 days a week (rotational week off)

Salary Range: 3.5 - 4.5 LPA

Key Responsibilities:

● Handle incoming learner queries via Freshdesk (tickets) and live chat platforms

● Ensure timely resolution of issues while meeting SLA, CSAT, and quality benchmarks

● Maintain professionalism and clarity in all learner communications

● Collaborate with internal teams for issue resolution and escalations

● Accurately log and track interactions in the CRM system

● Deliver a seamless and positive learner experience across every interaction

● Work in rotational shifts, including weekends and public holidays, as required Required Skill Set

● Excellent written and verbal communication skills

● Strong problem-solving and interpersonal abilities

● Time management skills with the ability to multitask under pressure

● Familiarity with Freshdesk or other ticketing tools (preferred)

● Proficiency in MS Office or Google Workspace tools Preferred

Qualifications:

● Bachelor's degree in any discipline

● Prior experience in student support or customer service (experience in EdTech is a plus)


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