Global Support Associate

Position: Global Support Associate

Location: Greater Noida (Work from Office)

Experience: 4 to 5 Years

Working Days: Monday to Saturday (1st & 3rd Saturday Off)

Shift Timing: 9-hour shift between 11:00 AM to 12:00 AM

About Us:

I would like to introduce myself as Asma Banu from NCR Eduservices Pvt. Ltd.(). We are one of the fastest growing entities with a group of more than 1,85,000+ Teachers, Trainers, Content Developers, SMEs, Professors, HODs, Vice-Principals, Principals,Directors etc. having a good experience in the education domain. NCR Eduservices is a leading provider of educational solutions, offering a comprehensive suite of services including e-tutoring, content development, academic delivery quality management, and back-office support. With ISO 9001:2015 and ISO 27001:2013 certifications, we are committed to delivering quality education and ensuring information security. Our mission is to address challenges faced by educational organizations, instructors, and learners through innovative, effective, and accessible strategies.

Job Summary:

We are seeking a dedicated and tech-savvy Technical Support Executive to join our Examination Coordination team. This role involves ensuring seamless execution of online examinations by resolving real-time technical issues and providing prompt support via tickets, emails, and chat. The main responsibilities is to provide customer and technical support to ensure smooth interactions between educational institutions and manufacturers on the platform. Key responsibilities include addressing user inquiries, ensuring safeguarding and compliance practices, delivering excellent service, identifying and troubleshooting technical issues, and maintaining strong professional relationships. The Global Support Associate is a vital point of contact for resolving challenges and enhancing client satisfaction.

Key Responsibilities

• Monitor and manage real-time technical issues reported during online exams via Freshdesk or similar ticketing tools.
• Respond promptly and professionally to tickets, emails, and chat queries to ensure minimal exam disruption.
• Escalate critical or unresolved cases to Tier 2 Support as needed, ensuring timely resolution.
• Coordinate with the Examination Operations and Technical Teams for issue tracking and process improvements.
• Validate and generate exam codes or links following established protocols.
• Maintain detailed documentation of support cases, actions taken, and resolutions.
• Adhere to SLAs while maintaining the highest standards of service and professionalism.

Required Skills & Qualifications

• Experience: 4 to 5 years in Customer Support, Troubleshoot, CRM, Helpdesk, or Technical Support roles. Prior experience in international customer support associate.
• Communication: Strong verbal and written communication with the ability to handle pressure situations tactfully.
• Technical Knowledge: Familiarity with Freshdesk or similar tools; basic understanding of system troubleshooting.
• Coordination Skills: Strong interpersonal and multitasking abilities to manage multiple exams and issues simultaneously.
• Analytical Thinking: Proactive problem-solving skills with attention to accuracy and timelines.

Why Join Us?

• Be part of a dynamic team driving smooth and secure online examination experiences.
• Gain exposure to cutting-edge educational technology and real-time operational management.
• Enjoy a supportive work culture that values initiative, collaboration, and growth.

Application Process: Ready to make an impact?

• Send your updated resume to with details below mention
• Overall Experience
• Current CTC
• Expected CTC
• Notice Period
• Current Location

Regards,

Asma Banu II HR Executive

8686309244

[email protected]

Job Type: Full-time

Work Location: In person