Business Operations Associate

**Designation**: Business operation Associate

**Employment Type**: Full-Time

**Experience**: Minimum 2 years of relevant experience in customer Handling.

**Education**: Any Degree with 2 years relevant Experience OR MBA Fresher.

**Industry Type**: IT Services & Consulting

**Department**: Business Development

**Location**: Thoraipakkam, Chennai (OMR)

**Role Overview**:
As a Business & Operations Associate at AJSD Academy, you will play a vital role in supporting our Salesforce training program. You will be responsible for ensuring a smooth experience for our trainees by addressing inquiries and providing technical assistance. You will be responsible for various day-to-day tasks including customer service, and communication with trainees.

You will work closely with the business development & operations team to identify the support areas and support the growth of the company

**Responsibilities**

**1. Daily Reporting**:
Update the on-day plan and EOD report for the day as per our AJSD policy.

**2. Customer Support**:

- Work on all the tickets assigned in their name daily.
- Provide proper responses and assistance to trainees via mail, phone, and chat.
- Perform onboarding tasks from start to finish as per the SOP.

**3. Technical Support**:
○ Assist trainees in resolving basic technical issues related to our Salesforce Trailhead/Developer account/J2S.

○ Guide trainees on accessing Salesforce materials via Google Drive, Cliq channels, and updating and using trainee tracking sheets.

○ Coordinate with the training team for advanced troubleshooting relating to Salesforce to assist trainees when required.

**4. Team Collaboration**:
○ Work closely with other support executives to ensure consistent service delivery.

○ Share insights and feedback from customers to improve training services.

○ Respond promptly to other teams' requests via mails/tickets and provide resolutions based on priority.

**5. Process Adherence**:
○ Follow standard operating procedures for handling inquiries and issues.

○ Adhere to Service Level Agreements (SLAs) for response and resolution times.

**6. Additional Responsibilities**:

- Provide input for improving workflows and enhancing the customer experience.
- Take part in regular team meetings and training sessions to stay updated on processes and tools.

**7. Skills and Qualifications**:

- Strong communication skills (verbal and written).
- Decision-making skills.
- Basic technical knowledge relevant to Salesforce and our training program.
- Ability to learn and upskill in using customer support tools, ticketing systems, and CRM software.
- Ability to multitask and prioritize effectively under pressure.
- Teamwork, adaptability, and problem-solving skills.

**8. Key Metrics for Success**:

- Number of tickets/issues resolved.
- Quality of documentation and reporting.
- Adherence to SLAs and process guidelines.
- Customer satisfaction scores and feedback ratings.

**9. Tools and Resources**:

- Ticketing System: Zoho Desk for tracking and resolving tickets efficiently.
- Communication Tools: Cliq, WhatsApp, and Voice call for seamless communication.
- CRM Software: Zoho CRM for managing customer information effectively.

**10. Career Growth Path**:
Starting as a Support Team Executive, there are opportunities to grow into roles like Senior Support Executive, Support Team Lead, or Customer Success Manager based on performance and tenure.

**11. Training Provided**:
New hires will undergo a comprehensive onboarding program, including familiarization with Salesforce basics, customer support protocols, and tools used in day-to-day tasks.

**12. Motives**:

- Passion for creating a positive workplace culture.
- Desire to contribute to employee growth and development.
- Commitment to organizational success.
- Willingness to learn and adapt to HR trends.
- Drive to build strong professional relationships.

**About company**

Since our beginnings in 2018, AJSD has grown from a single part-time trainer to a thriving team of 22 full-time associates, empowering over 2,000 trainees to elevate their Salesforce expertise.

Our team consists of Salesforce Developers, Architects, and Consultants who work in various MNCs and provide part-time training. As we continue to expand, we're excited to invite you to be part of our journey.

**Work only from Office - Thoraipakkam OMR Chennai**

**Join us and help shape the future of AJSD. Let’s grow and succeed together**

**Job Types**: Full-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per month

**Benefits**:

- Leave encashment
- Paid sick time
- Paid time off

Schedule:

- Day shift
- Monday to Friday

Supplemental Pay:

- Yearly bonus

Work Location: In person