Voice Support Specialist

Job Title: Voice Support Specialist - Proactive Onboarding & Red-Alert Engagement

Location: Mumbai (Marol)

Experience: 0-4 Years. Freshers are welcome to apply!

Shift Details- Mon- Sat | 7 am- 4 pm | Work From Office

Job Responsibilities:

• Proactive Onboarding:

  Welcome new learners with a personalized call within 48 hours to guide them through account setup, platform access, and initial orientation.

• Red-Alert Engagement:

  Proactively contact at-risk learners flagged by the system to diagnose challenges and provide solutions, such as academic tips or deadline extensions.

• Problem Resolution:

  Address and resolve learner issues related to billing, platform access, and general inquiries by coordinating with internal teams.

• Administrative Support:

  Maintain detailed call logs and learner status in the CRM system, and participate in quality assurance assessments.

• Continuous Improvement:

  Provide feedback on workflows and suggest enhancements to improve the learner experience.

Required Skills & Competencies

• Excellent Communication: Clear, confident, and empathetic voice communication.
• Problem-Solving Ability: Ability to understand concerns, assess needs, and act quickly.
• Learner-Centric Mindset: Patience and dedication to improving learner experience and outcomes.
• Time Management: Capable of managing call schedules, follow-ups, and reports efficiently.
• Tech Savvy: Comfortable using CRM systems, call monitoring tools, and internal platforms.

Desired Qualifications

• Bachelors degree in any field (preferred).
• Minimum 1-2 years of experience in voice-based support, preferably in EdTech, customer support, or student success roles.
• Experience in handling both inbound and outbound calls.
• Familiarity with escalation protocols and quality assurance practices.