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 explicit 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).
Solid coordination and multitasking abilities.
Experience in EdTech / Customer Support / Academic Operations (preferred).
Tech-friendly and comfortable with LMS, CRM & communication tools.

📌 We Are Hiring A Support Executive Online In Ahmedabad
🏢 Mspire Ventures
📍 Ahmedabad