Student Support Associate

Job Title:

Location:

Job Summary:

resolve student queries via email and a ticketing system. This role involves providing timely and

accurate solutions to students' concerns while adhering to service level agreements (SLAs). The ideal candidate will have strong written communication skills, problem-solving abilities, and proficiency in MS Excel.

Key Responsibilities:

• Handle student queries via email and ticketing platforms.
• Understand and resolve issues clearly and accurately.
• Maintain a student-centric approach with professional and empathetic communication.
• Resolve all queries within predefined SLAs.
• Prioritize tickets based on urgency and complexity.
• Strive to exceed SLA performance benchmarks.
• Identify and escalate complex or unresolved queries to the appropriate team.
• Track escalated tickets and ensure follow-up actions are taken.
• Draft professional and clear email responses to student queries.
• Simplify complex information for easy student understanding.
• Accurately document all interactions in the ticketing system.

Competencies:

• Excellent communication skills, both written and verbal.

• Strong problem-solving abilities and attention to detail.

• Ability to remain calm and professional under pressure.

• Ability to multitask and manage time effectively.

• Willingness to work on weekends as required.

Preferred Qualifications:

• Minimum educational qualification: Graduate in any discipline.

• Prior experience (1 Year) in a customer service role is preferred.

• Familiarity with university policies and procedures is advantageous

NOTE : Immediate Joiners require

Thanks & Regards,

Chan Basha Syed

9394368397

syed.cb@cielhr.com