:

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 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).

Strong 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