Description

ROLE OVERVIEW

The Customer Support Executive is responsible for managing day-to-day support operations for the TeachNext platform. This role involves handling inbound calls and tickets, resolving technical and functional issues.

KEY RESPONSIBILITIES
Support Queue Management: Handle inbound calls and tickets received in the support queue related to TeachNext. Ensure timely acknowledgement, categorization, and resolution of all queries.
Team Leadership: Manage and mentor a team of 3 to 5 support executives. Assign responsibilities, monitor daily performance, conduct reviews, and ensure team targets are consistently met.
Reporting & Analysis: Prepare daily/weekly performance snapshots and analyze support metrics such as resolution time, ticket volumes, and SLA adherence. Present findings to management.
Complaint Resolution: Attend to and resolve customer complaints in a qualified and empathetic manner. Escalate critical issues to the appropriate teams when required.
Technical Support: Provide end-to-end technical support for both hardware and software issues faced by school clients using the TeachNext platform.
System Configuration:



Manage the configuration and operation of client-based computer operating systems, ensuring optimal performance and minimal downtime.
English Lab Support: Handle and resolve support tickets specifically related to the English Lab module, ensuring smooth operation and user satisfaction.
MS Office Proficiency: Create well-structured reports, trackers, and communication documents using MS Excel, Word, and PowerPoint as part of daily operations.

PREFERRED QUALIFICATIONS
Bachelors degree in any discipline (B.Tech / BCA / B.Sc preferred)
1 3 years of experience in customer support or IT helpdesk roles
Prior experience in an EdTech or school-facing support workplace is a plus
Experience working with ticketing tools (Freshdesk, Zoho Desk, or similar)

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Customer Success Executive Hyderabad
🏢 Nest Education
📍 Hyderabad