Opportunity brief
About the Role
ExcelR EdTech is looking for a proactive and customer-focused Support Agent to join our support team. The ideal candidate should have hands-on experience in handling customer/student queries through calls, emails, and chats, along with the ability to manage multiple tasks efficiently.
Key Responsibilities
- Handle customer and student queries through phone calls, emails, and chat support.
- Provide accurate and timely resolutions to customer/student concerns.
- Manage and update customer information, tickets, and interactions in CRM systems.
- Follow up on unresolved queries and ensure timely closure of support tickets.
- Coordinate with internal teams to resolve customer issues when required.
- Maintain accurate records of customer interactions and resolutions.
- Prioritize and manage multiple queries simultaneously while maintaining service quality.
- Follow established support processes, escalation procedures, and service standards.
- Identify recurring issues and communicate them to the relevant teams for improvement.
- Ensure a positive customer experience during every interaction.
Required Skills & Qualifications
- 1–2.5 years of experience in customer support, student support, or a similar role.
- Hands-on experience working with CRM/ticketing systems.
- Excellent verbal and written communication skills.
- Comfortable handling calls, emails, and chat simultaneously.
- Strong multitasking and time-management abilities.
- Good problem-solving and interpersonal skills.
- Ability to work in a fast-paced and target-oriented environment.
- Strong attention to detail and ability to maintain accurate records.
- Willingness to work in rotational shifts and rotational weekly offs.
Shift Timings
The role will follow rotational day shifts:
- 7:00 AM – 4:00 PM
- 10:00 AM – 7:00 PM
- 12:00 PM – 9:00 PM
Weekly Off: Rotational
What We're Looking For
We are looking for someone who is customer-focused, adaptable, organized, and comfortable multitasking across different support channels. Experience in the EdTech industry or handling student/customer support will be an added advantage.