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 clear 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 EdTe
📌 We are hiring a Support Executive (Ahmedabad)
🏢 Mspire Ventures
📍 Ahmedabad
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