Job Profile

Job Title: Business Operations New Associate
Job Level: Level 13 (Business operations New Associate)
Job Family: Operations / Service Desk / Learning Support
Location: Bengaluru, India
Work Model: Rotational shifts (As per business requirement) with Rotational week off

Job Summary
The role acts as the first point of contact (SPOC) for learners, managing queries, resolving issues, and ensuring a seamless learner experience through timely and quality-driven ticket resolution.
This role operates within a centralized, multi-channel support model leveraging ServiceNow, portal intake
Key Responsibilities
1. Service Desk Operations
Manage learner queries via multiple channels (portal, email, chat)
Log, classify, triage, and resolve tickets within SLA timelines
Act as SPOC for learning-related support (functional + basic technical queries)
Maintain accurate ticket documentation and closure details
2. Issue Resolution
Troubleshoot and resolve common learner issues:
o Course launch / access issues
o Registration, cancellation, rescheduling queries
o Completion and certification discrepancies
Perform basic root cause analysis and isolate issues before escalation
3. Escalation & Coordination
Identify complex issues and route to Tier 2 teams
Ensure complete and accurate escalation documentation
Track escalations through to resolution
4. Learner Experience Management
Deliver clear and professional communication to learners




Provide step-by-step guidance for self-service solutions
Ensure adherence to CSAT and learner experience standards
5. Knowledge & Continuous Improvement
Utilize SOPs, FAQs, and knowledge articles for effective resolution
Identify repeat issues and contribute to knowledge base updates
Support AI/self-service improvement by sharing insights on query trends
6. Compliance & Quality
Adhere to defined processes, workflows, and quality standards
Ensure all SLAs (timeline, quality, CSAT) are consistently met
Maintain compliance with operational and audit requirements
Qualifications
Education: Any Graduation
Experience: Freshers
Skills & Competencies
Technical Skills
Service desk / ticketing tool experience (ServiceNow)
Basic understanding of learning platforms
MS Office (Outlook, Excel)
Core Competencies
Strong customer service orientation
Effective communication (written & verbal)
Problem-solving and analytical skills
Attention to detail
Behavioral Competencies
Team collaboration
Adaptability and flexibility
Learning agility
Ability to work under SLA-driven environment
Work Setting
Global, high-volume support environment
Multi-channel query handling
Rotational shifts required
Collaboration with cross-functional
Career & Growth Opportunities
Exposure to enterprise learning ecosystems
Participation in learning transformation and automation initiatives

📌 Business Operations New Associate (Bengaluru)
🏢 TRIGENT SOFTWARE PRIVATE
📍 Bengaluru