Customer Support Associate

6 days ago

Abids Hyderabad Telangana, India ACE Engineering Academy Full time

**Customer Support Associate**:
**About ACE Online**:
ACE Online is the digital education arm of ACE Engineering Academy, India’s premier platform for test preparation in engineering competitive examinations. Our mission is to empower every student to achieve their academic goals by offering personalized support with empathy, perseverance, and trust. Since 1995, thousands of our students have consistently secured Top 10, Top 100, and Top 1000 ranks in some of India’s most challenging engineering exams. Building on this legacy, we are now leveraging technology to provide accessible, high-quality education to students across India.

**About the Role**:
**Responsibilities**:

- Build and nurture sustainable relationships with customers through clear, open, and interactive communication.
- Provide accurate, valid, and complete information by utilizing appropriate tools and methods to consistently achieve high Customer Satisfaction (CSAT) scores.
- Resolve customer issues and queries in a timely manner, adhering to SLA (Service Level Agreement) policies.
- Exercise problem-solving skills to handle situations that may fall outside standard operating procedures, without compromising process integrity.
- Go the extra mile to ensure the completion of tasks, strictly following policies and procedures.
- Utilize CRM tools such as Freshdesk to track, manage, and resolve customer issues efficiently.
- Assist the sales team in identifying upselling opportunities to enhance customer engagement.
- Collaborate with cross-functional teams (Product, Production, Sales & Marketing, Technical) to identify customer pain points and areas for product or service improvement.

**Key Qualifications**:

- Proficiency in English, Hindi, or Telugu.
- Strong computer skills and proficiency in Google Suite (Docs, Sheets, etc.).
- A Bachelor’s or Master’s degree (BTech or MTech preferred).
- Willingness to support the team during extra hours when required.

**Optional/Bonus Qualifications**:

- Experience using Support CRMs such as Freshdesk, ZenDesk, or other similar systems.

**About You**:

- You are a self-motivated individual with exceptional problem-solving and analytical skills.
- You are resourceful, flexible, and a team player, with a strong inclination to share knowledge and help colleagues grow.
- You enjoy tackling challenges and thrive on finding innovative solutions to complex problems.

**What We Offer**:

- A comprehensive medical insurance plan.
- A highly visible role with ample opportunities for growth and the chance to make a significant impact.
- Additional perks and benefits.

**We are looking for individuals who are passionate about delivering outstanding customer support and contributing to the continued success of ACE Online. If you are eager to be part of a fast-paced, growth-oriented environment, we invite you to apply**

Pay: From ₹20,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Fixed shift

**Experience**:

- total work: 1 year (preferred)

Work Location: In person

**Speak with the employer**
+91 9652681323

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