Support Executive

3 weeks ago

Vellore, India POST A RESUME Full time

Be the single point of contact for parents and teachers from pre sales follow ups to post admission onboarding, class continuity and quick resolution of academic/technical issues. Core Responsibilities - Pre-sales enablement: Warm follow-ups via phone/WhatsApp/email; share FAQs, seminar links, and counselling slots; update CRM. - Onboarding: After admission, issue welcome kit (rules, pledge, timetable), assist fee confirmation, set up LMS/app access, and run orientation. - Parent helpdesk: Own queries on classes, schedules, assessments, and policies; resolve directly or triage to Tech/Academic/Finance; keep the parent informed until closure. - Teacher assistance: Schedule classes/PTMs, manage WhatsApp groups, share class lists, help with LMS uploads/attendance, and circulate quiz/exam links. - Continuity and discipline: Monitor attendance, homework submission, and code-of-conduct adherence; trigger reminders and corrective actions. - Issue management: Log tickets, set priority, follow SOPs, and close with clear notes; escalate risks early. - Reporting: Daily dashboard, tickets opened/ closed, first response time, common issues; weekly insights to improve SOPs. - KRAs - First-response time and resolution - Class start-on-time % and access success rate. - Parent CSAT after onboarding and at PTMs. - Attendance and homework compliance follow-through. - Ticket documentation quality; zero critical misses.

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