Educational Support Professional

1 day ago

India beBeeSupport Full time ₹ 1,04,000 - ₹ 1,30,878
Customer Support Specialist Job Description

At our organization, we're on a mission to transform school management and administration in small schools and micro schools through intuitive, accessible, and impactful technology. Our platform is used by thousands of educators, students, and administrators every day — and we're growing fast.

The ideal candidate will be the first point of contact for educators, school administrators, and tech coordinators seeking support and will handle Tier 1 and Tier 2 support requests via email, chat, and occasional phone support. This role requires strong troubleshooting skills and the ability to explain complex issues simply.

The successful applicant will also collaborate with Product, Engineering, and Customer Success teams to resolve issues and escalate bugs or feature requests. Additionally, they will create and maintain clear, user-friendly help documentation and FAQs, identify recurring issues and trends, and help improve internal processes and product functionality.

This position offers an opportunity to make a meaningful impact on the educational experience of students and educators while working in a dynamic and supportive team environment.

Responsibilities:

  • Be the primary point of contact for support inquiries from various stakeholders.
  • Provide prompt and effective support to users via multiple channels.
  • Collaborate with cross-functional teams to address technical issues and drive process improvements.
  • Develop and maintain high-quality documentation to support user understanding and self-service capabilities.
  • Identify and analyze trends in support requests to inform product enhancements and process optimizations.

Requirements:

5–6 years of professional experience in customer support or technical support.

Experience supporting SaaS platforms, ideally in EdTech or education-adjacent sectors.

Strong analytical and problem-solving skills, with the ability to break down complex issues into actionable steps.

Excellent written and verbal communication skills, with the ability to articulate technical concepts to non-technical audiences.

A customer-centric mindset, with a passion for delivering exceptional user experiences.

Familiarity with tools like Zendesk, Intercom, Jira, Confluence, or similar.

Bonus: Experience supporting K–12 educators or school districts.

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