Customer Support Executive

Job Description

Role: Customer Support Executive (Night Shift) We are seeking a Customer Support Executive with strong escalation management skills to ensure a seamless learning experience for our users. The role involves handling queries, troubleshooting technical issues, and resolving escalations efficiently. Key Responsibilities: Customer Query Resolution: Handle customer inquiries via calls, emails, and chats professionally. Assist with login, payment, course access, and technical issues. Provide troubleshooting support for the Learning Management System (LMS). Escalation Handling: Identify, document, and resolve complex customer issues requiring escalation. Maintain reports on recurring concerns and suggest process improvements. Collaborate with technical and operations teams to streamline issue resolution. Process Optimization & Documentation: Develop FAQs and troubleshooting guides to enhance self-service support. Identify service gaps and recommend workflow enhancements. Ideal Candidate Profile: Strong communication skills with fluency in English (verbal and written). 6 months to 2 years of experience in customer support preferred (freshers welcome). Tech-savvy and adaptable, with experience using CRM tools and support platforms. Ability to manage escalations effectively and remain composed under pressure. Strong attention to detail, ensuring accuracy in issue tracking and resolution. Must have a personal laptop for office use. Why Join House of EdTech? Career Growth: Be part of a fast-growing EdTech startup backed by IIT Kharagpur alumni. Performance-Based Incentives: Additional rewards for efficiency and problem-solving. Industry Exposure: Work alongside experienced professionals in a dynamic environment. Impactful Role: Support learners worldwide in accessing high-quality education.