Excellence in Customer Support

2 weeks ago

Rajahmundry, Andhra Pradesh, India beBeeSupport Full time ₹ 10,00,000 - ₹ 20,00,000
Support Excellence

Unlock the power of transformative support. At the forefront of educational innovation, we pioneer intuitive tools that empower educators and administrators.

We seek a seasoned Customer Support Specialist to spearhead our mission. As the primary point of contact for educators and school administrators, you will handle Tier 1 and Tier 2 requests via email, chat, and occasional phone support.

Responsibilities

  • Initial Point of Contact: Be the first point of contact for educators, school administrators, and tech coordinators seeking support.
  • Tier 1 & 2 Support: Handle support requests via email, chat, and occasional phone support.
  • Troubleshooting: Troubleshoot technical issues across web and mobile applications.
  • Collaboration: Collaborate with Product, Engineering, and Customer Success teams to resolve issues and escalate bugs or feature requests.
  • Documentation: Create and maintain clear, user-friendly help documentation and FAQs.
  • Process Improvement: Identify recurring issues and trends, and help improve internal processes and product functionality.
  • CSAT Score: Maintain a high CSAT score and deliver a seamless support experience to our users.

Requirements

A minimum of 5–6 years of professional experience in customer support or technical support is required.

Prior experience supporting SaaS platforms, especially in EdTech or education-adjacent sectors, is highly valued.

Strong analytical skills and the ability to explain complex issues simply are essential.

Familiarity with tools like Zendesk, Intercom, Jira, Confluence, or similar is a significant advantage.

Excellent written and verbal communication skills are necessary.

A customer-centric mindset, empathy, and patience are must-haves.

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

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