Support Executive

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