Student Support Executive

• Responsibilities
  Handle student/learner queries through chat, email, inbound calls, and outbound calls.
• Resolve complex queries related to courses, classes, schedules, payments, access, onboarding, assessments, certificates, and other operational concerns.
• Provide accurate, quick, and professional resolutions while maintaining high customer satisfaction.
• Conduct outbound calls for onboarding, follow-ups, pending actions, feedback collection, issue resolution, and student engagement.
• Assist new students throughout the onboarding process, ensuring they understand course structure, platforms, learning resources, and next steps.
• Proactively identify potential student issues and provide timely assistance to prevent escalations.
• Maintain detailed records of student interactions, complaints, resolutions, and follow-ups in CRM/ticketing systems.
• Coordinate with internal teams such as Academic, Operations, Sales, Finance, Tech/Product, and Faculty to resolve student concerns.
• Take ownership of cases from initial contact through final resolution.
  Follow defined SOPs, SLAs, quality standards, and escalation processes.
• Track unresolved issues and conduct regular follow-ups until closure.
• Maintain accurate documentation and update knowledge bases/FAQs based on recurring student issues.
• Handle escalated or sensitive student concerns with empathy, professionalism, and strong problem-solving skills.
• Identify recurring problems and share feedback with relevant teams to improve the overall learner experience.
• Channel Responsibilities

Chat Support

• Manage multiple student conversations simultaneously.
• Provide fast and accurate responses.
• Troubleshoot basic technical and operational issues.
• Maintain professional communication and response-time targets.

Call Support Inbound

• Handle incoming student calls.
• Understand the issue, troubleshoot, and provide first-contact resolution wherever possible.
• Escalate cases requiring intervention from other departments.

Outbound Calling

• Call students for onboarding and activation.
• Follow up on pending documentation, payments, classes, or support cases.
• Conduct feedback and satisfaction calls.
• Re-engage inactive students and address barriers affecting their learning journey.

Email Support

• Respond to student queries with clear and structured communication.
• Investigate issues before responding rather than providing generic resolutions.