We are hiring a Support Executive (Online) in Ahmedabad.

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

1️⃣ 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.

2️⃣ Onboarding & Activation
* Issue welcome kit: rules, pledge, timetable, policies.
* Assist with fee confirmation and LMS/App setup.
* Conduct orientation sessions for parents and students.

3️⃣ 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.

4️⃣ Teacher Coordination
* Schedule classes, PTMs, and assessments.
* Manage WhatsApp groups & circulate class lists.
* Assist teachers with LMS uploads, attendance, quizzes, and exam links.

5️⃣ Class Continuity & Discipline
* Monitor attendance, homework submissions, and code-of-conduct.
* Send reminders, follow-ups, and take corrective actions when needed.

6️⃣ 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.

7️⃣ 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.