Support Executive

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Role Overview

We are seeking a Support Executive who will manage customer and learner queries while also implementing and maintaining a support tool (CRM/ticketing system). This role combines hands-on support delivery with process optimization to ensure a seamless service experience.

Key Responsibilities

• Customer & Learner Support

• Act as the first point of contact for queries via phone, email, or chat.

• Provide accurate information, troubleshoot issues, and escalate where necessary.

• Support Tool Implementation & Management

• Lead the rollout and configuration of the support/ticketing tool.

• Maintain the system with updated workflows, FAQs, and automation rules.

• Ticket & Query Resolution

• Track, resolve, and close tickets within defined SLAs.

• Maintain logs of frequent issues and solutions and convert them into FAQs.

• Process Improvement & Reporting

• Generate reports on query volumes, response times, and resolution rates.

• Suggest process improvements to enhance customer experience.

Desired Skills & Qualifications

• Skills 
• Patience to deal with customer queries.
• Empathy towards Customer requirements and issues.
• Strong problem-solving and communication skills.
• Ability to handle multiple queries and streamline support workflows.
• Qualifications
• Bachelor’s degree in any discipline.
• 1–3 years of experience in customer/student support or operations.
• Hands-on experience with support/ticketing tools (Freshdesk, Zoho Desk, Zendesk, or similar) desirable.