Job Title - Customer Support Executive
Job Summary
The Customer Support Executive is responsible for providing exceptional support to learners, instructors, enterprise clients, and internal stakeholders using the Learning Management System (LMS). The role involves resolving customer queries, troubleshooting technical issues, guiding users through the platform, and ensuring a seamless learning experience. The executive will act as the first point of contact for all customer support requests while maintaining high customer satisfaction (CSAT) and Service Level Agreements (SLAs).
Key Responsibilities
1. Customer Support
- Serve as the first point of contact via phone, email, live chat, WhatsApp, and support tickets.
- Resolve learner, trainer, and client queries promptly.
- Assist users with account creation, login issues, password resets, and profile management.
- Guide customers on course enrolment, certifications, assessments, and platform navigation.
2. Technical Support
- Troubleshoot LMS-related issues such as:
- Login and authentication problems
- Course access issues
- Video playback issues
- Assessment and quiz errors
- Certificate generation issues
- Mobile application support
- Escalate complex technical issues to the Product or Engineering team.
3. Ticket Management
- Log, categorize, prioritize, and track support tickets.
- Ensure all tickets are resolved within defined SLAs.
- Maintain accurate documentation of customer interactions.
- Follow up with customers until issues are fully resolved.
4. Customer Success
- Ensure a smooth onboarding experience for new learners and enterprise customers.
- Conduct platform walkthroughs and user orientation sessions.
- Share best practices to maximize platform utilization.
- Collect customer feedback and recommend improvements.
5. Knowledge Management
- Develop and maintain FAQs, user guides, and troubleshooting documents.
- Update internal knowledge bases with recurring solutions.
- Identify common customer issues and recommend preventive measures.
6. Collaboration
- Work closely with Product, Learning, Sales, Partnerships, and technical teams.
- Report recurring bugs and enhancement requests.
- Assist in User Acceptance Testing (UAT) for new platform features.
Required Qualifications
- Bachelor's degree in any discipline.
- 1–3 years of experience in Customer Support, Helpdesk, or LMS Support.
- Experience in EdTech, SaaS, or Learning Management Systems is preferred.
- Excellent verbal and written communication skills.
- Strong customer service orientation.
Required Skills
- Customer Relationship Management
- Ticketing Systems (Freshdesk, Zendesk, Zoho Desk, Jira, etc.)
- LMS Administration
- Communication Skills
- Problem Solving
- Documentation
- MS Office / Google Workspace
Preferred Experience
- Learning Management Systems (LMS)
- EdTech platforms
- SaaS products
- Online education support
- Enterprise customer support
Working Relationships
Internal Teams
- Product & Engineering
- Learning Experience
- Academic Operations
- Sales & Business Development
- Partnerships
- Finance
- Marketing
External Stakeholders
- Learners
- Trainers/Mentors
- Corporate Clients
- Educational Institutions
- Enterprise Administrators
Pay: ₹25,000.00 - ₹30,000.00 per month
Application Question(s):
- Are you an immediate joiner?
- The work location will be in JP Nagar 7th phase. Will you be comfortable to commute on a daily basis?
- The CTC offered for the role is upto 30,000. Will you be okay with it?
Work Location: In person
