Education Support Specialist

7 hours ago

Thrissur, Kerala, India beBeeSupport Full time ₹ 9,00,000 - ₹ 12,00,000
Customer Support Role

We are seeking a highly skilled and motivated individual to join our support team as a Customer Support Specialist. As a key member of our team, you will be responsible for providing exceptional customer service and support to educators, school administrators, and tech coordinators.

Job Responsibilities:
  • Initial Point of Contact: You will be the primary liaison for customers seeking support via email, chat, or phone.
  • Tier 1 & Tier 2 Support: You will handle a high volume of support requests, troubleshooting technical issues across web and mobile applications.
  • Collaboration: You will work closely with Product, Engineering, and Customer Success teams to resolve issues, escalate bugs or feature requests, and improve internal processes and product functionality.
  • Documentation: You will create and maintain clear, user-friendly help documentation and FAQs to enhance the customer experience.
  • Process Improvement: You will identify recurring issues and trends, contributing to the improvement of internal processes and product functionality.
Requirements:
  • Professional Experience: We require 5–6 years of experience in customer support or technical support.
  • SaaS Platform Support: You must have experience supporting SaaS platforms, ideally in EdTech or education-adjacent sectors.
  • Troubleshooting Skills: You must have strong troubleshooting skills and ability to explain complex issues simply.
  • Familiarity with Tools: You should be familiar with tools like Zendesk, Intercom, Jira, Confluence, or similar.
  • Communication Skills: Excellent written and verbal communication skills are essential.
  • Customer-First Mindset: Empathy, patience, and a true customer-first mindset are necessary.

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