The Associate Student Support Services will serve as the first point of contact for learners, addressing their queries across email, chat, and phone. The role focuses on delivering timely resolutions, ensuring high communication quality, and supporting students throughout their learning journey while maintaining internal service standards.
Duties & Responsibilities
Student Query Handling & Case Management
- Act as the first point of contact for all learner queries via email, chat, and calls.
- Educate learners about course requirements, policies, and processes.
- Analyse student concerns and resolve issues within defined SLAs.
- Coordinate with internal teams (Sales, academic, tech, operations) for escalations and resolution of complex cases.
- Track, update, and close all learner tickets in SFDC or designated CRM tools.
- Ensure complete, accurate, and clear documentation for every student interaction.
- Assist learners with admission-related documentation, onboarding steps, and program navigation.
- Willing to work on Saturdays and Sundays, with weekly offs scheduled on weekdays, while adhering to a five-day workweek.
Communication Quality & Knowledge Management
- Maintain consistent communication quality aligned with company tone and guidelines.
- Draft clear, professional, and empathetic responses for student issues.
- Conduct regular checks to ensure adherence to quality standards in responses.
- Stay updated with program content, policy changes, processes, and FAQs.
Issue Analysis & Improvement Recommendations
- Identify recurring student issues and flag them for workflow or documentation improvements.
- Work closely with cross-functional teams to enhance student experience.
- Provide insights from student interactions to improve processes and reduce ticket volume.
Support Operations & Escalation Management
- Coordinate with students on escalated or sensitive cases to ensure smooth resolution.
- Assist in managing walk-ins or student support needs at the Mumbai location if required.
- Maintain TAT adherence for all queries and ensure service-level expectations are met.
Experience
- Associate: Minimum 2-3 years of experience in customer support, EdTech support, student services, or similar roles.
- Senior Associate: Minimum 4-5 years of experience in student-facing or service-oriented roles.
Skills & Abilities
- Strong written and verbal communication skills.
- Detail-oriented with strong problem-solving and analytical skills.
- Active listening and empathetic communication.
- Conflict management and ability to handle difficult student interactions.
- Time management and ability to work in rotational shifts, including weekends.
- Knowledge of computers, MS Office, and CRM tools (Salesforce preferred).
- Ability to collaborate with cross-functional teams.
- Tech-savvy and comfortable navigating online learning systems.
Key Skills
- Interpersonal communication
- Conflict management
- Analytical thinking
- Tech-savvy & CRM-friendly
- Empathy-driven student handling
- Process orientation
