Technical Customer Service Executive(Non- voice/ Emails)

Technical Customer Support Executive
(Email / Non-Voice)

About Crack the Campus:

Crack the Campus is an EdTech company that helps students and graduates prepare for campus placements and land jobs. Our learners rely on our platform, and our support team is the first point of contact when they need help.

Role Overview:

We are looking for a Technical Customer Support Executive to handle customer queries entirely over email and written channels. You will troubleshoot technical issues, give clear step-by-step resolutions, and make sure every learner gets a quick, accurate and courteous
response.

Key Responsibilities:

• Respond to customer emails and tickets with accurate, well-written solutions within defined SLAs
• Troubleshoot technical issues related to the platform, such as login and access problems
• course or content access, payments, and app or website errors
  Reproduce and diagnose issues, and escalate unresolved or complex cases to the product or tech team with clear documentation
• Maintain and update ticket status, notes and resolution details in the support tool or CRM
• Identify recurring issues and share trends and feedback with the team to improve the product and support process
• Create and update help articles, canned responses and FAQs
  Meet quality, turnaround time and customer satisfaction (CSAT) targets
  
  Required Qualifications:

• 2-3 years of experience in technical customer support, email or chat support (non-voice)
• Excellent written English: clear, grammatically correct and professional
• Good technical aptitude, with the ability to understand and troubleshoot web and app issues
• Hands-on experience with a ticketing or help desk tool such as Freshdesk, Zendesk or Zoho Desk
• Strong problem-solving skills, patience and attention to detail
• Ability to manage multiple tickets and prioritise under deadlines
  Graduate in any discipline
  
  Preferred Skills:

• Experience supporting SaaS, EdTech or consumer tech products
• Basic understanding of browsers, networks, APIs or log checking for troubleshooting
• Familiarity with escalation workflows and bug reporting (Jira or similar)
• Experience writing knowledge-base content

What We Offer:

• Work in a growing EdTech company with a real impact on student outcomes
• Learning and growth opportunities within the support function