K-12 Education Technical Support Specialist

4 days ago

Alleppey, Kerala, India beBeeCustomerSupport Full time ₹ 80,00,000 - ₹ 1,20,00,000
Customer Support Professional

We're seeking a highly skilled Customer Support Professional to join our team. As a key member of our support team, you will be the primary point of contact for educators, school administrators, and tech coordinators seeking assistance with our platform.

Responsibilities:

  • Provide timely and effective support via email, chat, and phone to resolve customer inquiries and issues.
  • Troubleshoot technical issues across web and mobile applications, utilizing problem-solving skills to identify and resolve complex problems.
  • Collaborate with cross-functional teams, including Product, Engineering, and Customer Success, to resolve issues and escalate bugs or feature requests.
  • Develop and maintain clear, user-friendly help documentation and FAQs to ensure customers have easy access to support resources.
  • Identify recurring issues and trends, providing insights to improve internal processes and product functionality.
  • Monitor and report on customer satisfaction (CSAT) scores, ensuring a seamless support experience for our users.

Requirements:

5-6 years of professional experience in customer support or technical support.

Experience supporting SaaS platforms, ideally in EdTech or education-adjacent sectors.

Strong troubleshooting skills and the ability to explain complex issues simply.

Familiarity with tools like Zendesk, Intercom, Jira, Confluence, or similar.

Excellent written and verbal communication skills.

A customer-first mindset, with empathy, patience, and a passion for delivering exceptional service.

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