Customer Support Associate

Customer Support Associate | Pune – Work from Office

Experience Range: 2 to 8 Years

Shift Timing: 2:30 PM or 5:30 PM onwards

Benefits: Cabs

Skills Required: Voice process, Global experience

At Convera, we're looking for motivated, empathetic, and customer-focused individuals to deliver truly outstanding support experiences. As a Customer Support Associate, you will play a key role in supporting our customers — including students, institutions, corporate clients, and partners — through their journey with Convera. You will handle queries efficiently, resolve issues with care, and ensure every interaction is positive, clear, and professional. You will support customers across multiple channels (live chat, email, and telephone), and your ability to provide timely, high-quality responses will directly contribute to customer satisfaction and retention. If you're passionate about helping others, solving problems, and delivering exceptional service in a fast-paced environment, this is the role for you.

Key Responsibilities

Customer Query Management

• Handle pre- and post-transaction queries across multiple channels (email, phone, live chat)

• Provide accurate, timely responses and first-contact resolution wherever possible

• Escalate complex queries to relevant internal teams when needed

• Deliver professional, empathetic, and consistent support in every interaction

• Guide customers — including students — through processes such as submissions, account access, and documentation

• Proactively follow up with customers to gather required information and ensure resolution

Service Excellence & Performance

• Meet and exceed agreed SLAs and KPIs

• Maintain a high standard of quality and consistency across all interactions

• Build rapport with customers and create a positive support experience

• Identify opportunities to improve the customer journey and reduce friction points

Administration & Continuous Improvement

• Maintain accurate and up-to-date records in internal systems

• Ensure all customer requests are tracked and completed within deadlines

• Support team initiatives and contribute to process improvements

• Share feedback and suggest enhancements to improve service delivery