Student Success Associate

Location: Vidyapeeth - Aligarh

Job Summary:

The Student Success Associate will be responsible for providing effective support to students, resolving their queries, and ensuring a smooth and positive student experience. The role requires strong communication skills, problem-solving abilities, and a student-centric approach while following established SOPs and maintaining accurate records.

Key Responsibilities:

1. Student Support: Assist students visiting the support desk and address their queries, concerns, and issues professionally.
2. Query Resolution: Resolve student queries through in-person interactions and phone calls promptly and accurately.
3. Communication: Communicate effectively with students, faculty, and internal teams in English and Hindi.
4. SOP Compliance: Follow established processes and guidelines to ensure quality and consistency in student support.
5. Documentation: Maintain accurate records of student interactions, queries, and resolutions.
6. Student Experience: Ensure a positive student experience by providing timely assistance and appropriate guidance.
7. Feedback Management: Collect student feedback and share it with relevant teams for service improvement.
8. Team Collaboration: Coordinate with academic and operations teams to resolve student concerns.
9. Quality Improvement: Identify recurring issues and suggest improvements in support processes.
10. Additional Responsibilities: Assist with other student support and operational activities as required.

Requirements:

• Graduate in any discipline.
• 2-4 years of experience in student support, customer service, front desk operations, or a similar role.
• Excellent verbal and written communication skills in English and Hindi.
• Strong interpersonal skills with a student-first and service-oriented approach.
• Good problem-solving and query-resolution abilities.
• Basic knowledge of MS Office, Google Sheets, and email communication.
• Ability to maintain accurate records and follow standard operating procedures.
• Patience, empathy, and a professional attitude while handling student concerns.
• Prior experience in an EdTech company, school, college, or coaching institute will be an added advantage.