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Support Executive

Support Executive

EICTA Kanpurmalappuram, kerala, in
1 day ago
Job description

Position Title : Support Executive

Location : Kanpur / Remote

Employment Type : Full-time

Role Overview

We are seeking a Support Executive who will manage customer and learner queries while also implementing and maintaining a support tool (CRM / ticketing system). This role combines hands-on support delivery with process optimization to ensure a seamless service experience.

Key Responsibilities

  • Customer & Learner Support
  • Act as the first point of contact for queries via phone, email, or chat.
  • Provide accurate information, troubleshoot issues, and escalate where necessary.
  • Support Tool Implementation & Management
  • Lead the rollout and configuration of the support / ticketing tool.
  • Maintain the system with updated workflows, FAQs, and automation rules.
  • Ticket & Query Resolution
  • Track, resolve, and close tickets within defined SLAs.
  • Maintain logs of frequent issues and solutions and convert them into FAQs.
  • Process Improvement & Reporting
  • Generate reports on query volumes, response times, and resolution rates.
  • Suggest process improvements to enhance customer experience.

Desired Skills & Qualifications

  • Skills
  • Patience to deal with customer queries.
  • Empathy towards Customer requirements and issues.
  • Strong problem-solving and communication skills.
  • Ability to handle multiple queries and streamline support workflows.
  • Qualifications
  • Bachelor’s degree in any discipline.
  • 1–3 years of experience in customer / student support or operations.
  • Hands-on experience with support / ticketing tools (Freshdesk, Zoho Desk, Zendesk, or similar) desirable.
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    Support Executive • malappuram, kerala, in

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