Customer Support Associate

Company Overview

Jaynik Eduserve is a product-based EdTech company revolutionizing education management. Our comprehensive ERP platform is used by universities, colleges, and schools to streamline academic, administrative, and financial operations. We’re passionate about building scalable, user-friendly, and impactful software that transforms the way education is delivered.

Why Join Us?

Work on a leading ERP product trusted by educational institutions

Thrive in a collaborative, innovative, and growth-focused environment

Tackle real-world challenges in the EdTech domain

Learn and grow alongside experienced professionals

Job Summary:

We are seeking a proactive and detail-oriented Customer Support Associate to join our dynamic support team. The ideal candidate will possess strong communication skills and be proficient in Advanced Excel to manage data-driven customer queries, reports, and internal coordination.

Key Responsibilities:

• Serve as the first point of contact for customer inquiries via email, phone, or chat.
• Troubleshoot and resolve basic technical and non-technical issues.
• Document customer interactions in the ticketing system accurately and thoroughly.
• Analyze customer data and prepare reports using Advanced Excel functions (VLOOKUP, Pivot Tables, Power Query, etc.).
• Collaborate with internal teams (Product, Tech, Sales) to ensure timely issue resolution.
• Monitor support tickets to ensure timely follow-ups and escalations when necessary.
• Contribute to improving customer support processes and documentation (FAQs, knowledge base, etc.).

Requirements:

• Bachelor’s degree in any discipline (IT or related field preferred).
• 1–2 years of experience in customer support or client servicing, preferably in an IT or SaaS company.
• Strong verbal and written communication skills — ability to explain complex issues clearly.
• Proficiency in Advanced Excel (e.g., VLOOKUP, INDEX-MATCH, Pivot Tables, Conditional Formatting, Data Validation, etc.).
• Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, or similar) is a plus.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong problem-solving skills and attention to detail.

Job Type: Full-time

Pay: ₹15,000.00 - ₹20,000.00 per month

Work Location: In person