Job Description

We are hiring a Support Executive (Online) in Ahmedabad.
? Job Opening: Support Executive (Online)
? Location: CG. Road, Navarangpura - Ahmedabad
? Full-Time | Customer & Academic Support
? Key Responsibilities
1?? Pre-Sales Enablement
Conduct warm follow-ups via phone/WhatsApp/email.
Share FAQs, seminar links, brochures, and counselling slots.
Maintain and update CRM with accurate lead statuses.
2?? Onboarding & Activation

• Issue welcome kit: rules, pledge, timetable, policies.
• Assist with fee confirmation and LMS/App setup.
• Conduct orientation sessions for parents and students.

3?? Parent Helpdesk Management

• Handle queries related to classes, schedules, assessments, and policies.
• Resolve directly or triage to Tech/Academic/Finance teams.
• Ensure parents are informed until final closure.

4?? Teacher Coordination

• Schedule classes, PTMs, and assessments.
• Manage WhatsApp groups & circulate class lists.
• Assist teachers with LMS uploads, attendance, quizzes, and exam links.

5?? Class Continuity & Discipline

• Monitor attendance, homework submissions, and code-of-conduct.
• Send reminders, follow-ups, and take corrective actions when needed.

6?? Issue & Ticket Management

• Log and categorize tickets with clear priority levels.
• Follow SOPs for resolution and escalation.
• Ensure accurate notes, risk escalation, and timely closure.

7?? Reporting & Insights

• Publish a daily dashboard: tickets opened/closed, FRT, issue trends.
• Provide weekly insights to strengthen SOPs and reduce repeat issues.

? Key Result Areas (KRAs)

• First Response Time (FRT) & overall resolution time.
• Class start-on-time % and access success rate.
• Parent CSAT--post-onboarding & during PTMs.
• Attendance & homework compliance monitoring.
• Ticket documentation quality with zero critical misses.

? Ideal Candidate Profile

• Excellent communication skills (English & Hindi preferred).
• Strong coordination and multitasking abilities.
• Experience in EdTech / Customer Support / Academic Operations (preferred).
• Tech-friendly and comfortable with LMS, CRM & communication tools.

Skills Required