
Escalation Resolution Professional
23 hours ago
About the Role:
We are seeking a skilled Customer Support Specialist to handle post-sales operations, customer escalations from learners and internal teams. You will work cross-functionally to resolve issues, improve overall satisfaction and efficiency.
- Analyze root causes of issues and implement preventive measures
- Collaborate closely with sales, delivery, tech, and support teams to ensure fast resolution
- Maintain escalation metrics, generate reports, and present trends to leadership
- Build and maintain a knowledge base of common issues and best practices
The ideal candidate will have 2–4 years of experience in call escalations in the EdTech industry, strong communication and conflict-resolution skills, ability to multitask and manage time effectively under pressure, proficiency in tools like Excel, CRM platforms (Freshdesk/Zendesk), and ticketing systems, analytical mindset with a strong customer-first approach.
Key Responsibilities:
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