Customer Support Executive

ROLE OVERVIEW

The Customer Support Executive is responsible for managing day-to-day support operations for the TeachNext platform. This role involves handling inbound calls and tickets, resolving technical and functional issues.

  KEY RESPONSIBILITIES

• Support Queue Management: Handle inbound calls and tickets received in the support queue related to TeachNext. Ensure timely acknowledgement, categorization, and resolution of all queries.
• Team Leadership: Manage and mentor a team of 3 to 5 support executives. Assign responsibilities, monitor daily performance, conduct reviews, and ensure team targets are consistently met.
• Reporting & Analysis: Prepare daily/weekly performance snapshots and analyze support metrics such as resolution time, ticket volumes, and SLA adherence. Present findings to management.
• Complaint Resolution: Attend to and resolve customer complaints in a professional and empathetic manner. Escalate critical issues to the appropriate teams when required.
• Technical Support: Provide end-to-end technical support for both hardware and software issues faced by school clients using the TeachNext platform.
• System Configuration: Manage the configuration and operation of client-based computer operating systems, ensuring optimal performance and minimal downtime.
• English Lab Support: Handle and resolve support tickets specifically related to the English Lab module, ensuring smooth operation and user satisfaction.
• MS Office Proficiency: Create well-structured reports, trackers, and communication documents using MS Excel, Word, and PowerPoint as part of daily operations.

  PREFERRED QUALIFICATIONS

• Bachelor's degree in any discipline (B.Tech / BCA / B.Sc preferred)
• 1–3 years of experience in customer support or IT helpdesk roles
• Prior experience in an EdTech or school-facing support environment is a plus
• Experience working with ticketing tools (Freshdesk, Zoho Desk, or similar)