Support Executive

About Profcyma : At Profcyma, we believe that the most important thing a student needs early on in his/her journey is a clear direction. This is why we focus on providing you with complete assistance to choose the most suitable Education University, Professional Training, Distance Learning Courses and everything beginning from the form filling to placements and degrees. We’ve got a set of experienced career counselors and industry veterans to take you through the dynamic rigours of each & every industry, all with a practical & tangible approach.   Job Summary: We are seeking a proactive and customer-focused Support Executive to join our dynamic EdTech team. The candidate will be responsible for handling student and parent queries, resolving issues, providing product assistance, and ensuring a smooth learning experience for users.   Key Responsibilities: 1. Respond promptly and professionally to incoming customer inquiries via phone, email, chat, or ticketing systems. 2. Provide technical and non-technical support for platform users, including students, parents, and educators. 3. Assist users in navigating the learning platform, scheduling classes, accessing content, and resolving login or payment issues. 4. Maintain up-to-date knowledge of all products and services to offer accurate information. 5. Coordinate with internal departments (sales, academic, content, technical) to resolve complex issues. 6. Maintain records of customer interactions, feedback, and actions taken in CRM tools. 7. Follow up with users to ensure their concerns are resolved and they are satisfied. 8. Contribute to FAQs, knowledge bases, and help guides to enhance user self-service. 9. Escalate unresolved issues to the appropriate internal teams in a timely manner.   Key Requirements: 1. Bachelor's degree in any field (preferred: Education, IT, Business, or Communication). 2. 06 month-1 years of experience in customer support or a similar role, preferably in EdTech or SaaS. 3. Strong verbal and written communication skills in English and at least one regional language. 4. Good problem-solving skills and the ability to think on your feet. 5. Experience with customer support tools (e.g., Freshdesk, Zendesk, Salesforce). 6. Ability to work in shifts or weekends if required.    Preferred Qualities: 1. Empathetic and patient approach when dealing with students and parents. 2. Tech-savvy and quick to learn new platforms. 3. Collaborative mindset and ability to work in a fast-paced environment. 4. Prior experience in handling academic or tech product support is a plus.   Qualification : Any Graduate Skills: Excellent Good Communication skills, Must have good negotiation skills,Must be detail oriented and an active listener,Researching market trends. Experience: Freshers & Experienced are welcome Language Known: English, Hindi, Marathi Location: Bavdhan, Pune (Maharashtra) Office Timing: 9:30 am to 6:30 pm Weekly off: Sunday Interview Day: Monday to Saturday Interview Time: 11:00 AM to 4:00 PM   Venue: Address:- Profcyma Career Soluatuion LLP 2nd Floor, Office No.-3, M No.-734, Oppo High Class Society, Near Suryadutta College, Patil Nagar, Bavdha BK, Pune-411021.   Thanks & Regards, Deepti Deshmukh 7756042383 hr@profcyma.com Profcyma Career Solution LLP www.profcyma.com