Technical Support Associate

6 days ago

Gandhinagar, Gujarat, India beBeeCustomerSupport Full time ₹ 6,00,000 - ₹ 8,00,000

We are seeking a dedicated and enthusiastic support associate.

Key Responsibilities:

1. Respond promptly and effectively to inquiries through various channels including email and phone.

2. Provide accurate information about courses, policies, and procedures while maintaining a high level of professionalism and empathy in all interactions with students.

3. Proactively reach out to students to understand and address their concerns by monitoring and evaluating student feedback and ratings to identify areas for improvement in the support process.

4. Address and resolve student complaints and concerns while focusing on achieving high customer satisfaction scores.

5. Stay up-to-date with the company's course offerings, updates, and promotions by continuously educating yourself about the online education industry and relevant trends.

6. Collaborate closely with the product team to address gaps based on student feedback and maintain clear and effective communication with students, colleagues, and other teams within the company.

7. Provide regular updates to students about the status of their inquiries or issues and conduct quality checks on interactions with students to ensure consistent service quality.

8. Manage workload efficiently and prioritize tasks to meet or exceed established service level agreements and response times.

9. Keep accurate records of student interactions, issues, and resolutions and generate reports on support-related metrics such as response times, resolution rates, and customer satisfaction scores.

10. Participate in ongoing training and development programs to enhance product knowledge and customer service skills and share knowledge and best practices with fellow support agents.

11. Provide insights and feedback to improve product features and user experience while ensuring adherence to company policies, guidelines, and industry regulations.

12. Be prepared to handle crisis situations or service disruptions following established protocols and communication procedures.

Required Skills and Qualifications:

1. Candidates must have at least 1 year of experience.

Other Requirements:

● Bachelor's degree in business administration or relevant field (Undergraduates can also apply).

● Excellent English communication skills (both written and spoken).

● Proficiency in Google Sheets and Docs and customer support software.

● Outstanding written and verbal communication skills.

● Good understanding of management practices and techniques.

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