Support Executive

3 weeks ago


Kanpur, India 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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