Support Executive

Key Responsibilities

1. Candidate Support (Calling & Communication)

• Handle inbound calls from candidates regarding exam login, system requirements, and technical issues.
• Perform outbound calls to candidates for exam reminders, verification, and follow-up on escalated issues.
• Guide candidates through examination processes, rules, and troubleshooting steps.
• Maintain a polite, professional, and supportive tone during all interactions.

2. Examination Coordination

• Coordinate with the proctoring team, technical team, and operations team to resolve candidate issues.
• Assist candidates in real time during live examination sessions.
• Ensure candidate identity verification and provide guidelines before the exam begins.
• Escalate unresolved technical issues to the appropriate team immediately.

3. Issue Logging & Reporting

• Record all queries, complaints, and resolutions in the system (CRM or ticketing tool).
• Submit daily reports on call volumes, types of issues, and pending cases.
• Track recurring issues and share feedback for continuous improvement.

4. Quality & Compliance

• Adhere to examination protocols, data privacy guidelines, and company policies.
• Maintain high accuracy and attention to detail while communicating test rules.
• Ensure all communication is aligned with the examination security norms.

Required Skills & Qualifications

• Minimum 12th pass or Graduate in any discipline.
• 0–3 years of experience in customer support, call center, helpdesk, or similar roles.
• Excellent communication skills in English and Hindi (verbal and written).
• Good understanding of basic computer operations and internet troubleshooting.
• Ability to work under pressure and handle large call volumes.
• Strong problem-solving attitude and willingness to learn.
• Comfortable working in rotational shifts (if required during exam days).

Preferred Skills

• Experience in examination support / ed-tech / proctoring services.
• Ability to handle technically non-savvy candidates with patience.

Work Timings & Attendance

• Work from Office (WFO) – Noida location.
• 2nd and 4th Saturday: Mandatory working from office.
• Other Saturdays and Sundays may be rotational/off depending on examination schedule.

Job Type: Full-time

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

Work Location: In person