Support Operations Associate

20 hours ago

Kollam, Kerala, India beBeeCommunication Full time ₹ 30,00,000 - ₹ 60,00,000
Job Title: Voice Support Specialist - Proactive Onboarding & Red-Alert Engagement

Location: Mumbai (Marol)

Experience: 0-4 Years. Freshers are welcome to apply

Shift Details - Mon-Sat | 7 am-4 pm | Work From Office

Job Description:

  • Proactively onboard new learners by guiding them through account setup, platform access, and initial orientation within 48 hours.
  • Engage at-risk learners flagged by the system to diagnose challenges and provide solutions, such as academic tips or deadline extensions.
  • Resolve learner issues related to billing, platform access, and general inquiries by coordinating with internal teams.
  • Maintain detailed call logs and learner status in the CRM system, and participate in quality assurance assessments.
  • Provide feedback on workflows and suggest enhancements to improve the learner experience.

Required Skills & Qualifications:

  • Excellent Communication: Clear, confident, and empathetic voice communication.
  • Problem-Solving Ability: Ability to understand concerns, assess needs, and act quickly.
  • Learner-Centric Mindset: Patience and dedication to improving learner experience and outcomes.
  • Time Management: Capable of managing call schedules, follow-ups, and reports efficiently.
  • Tech Savvy: Comfortable using CRM systems, call monitoring tools, and internal platforms.

Desired Qualifications:

  • Bachelor's degree in any field (preferred).
  • Minimum 1-2 years of experience in voice-based support, preferably in EdTech, customer support, or student success roles.
  • Experience in handling both inbound and outbound calls.
  • Familiarity with escalation protocols and quality assurance practices.

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