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Support Executive
EICTA Kanpurthane, maharashtra, in10 hours ago
Job descriptionSkills 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.
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
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