Designation: Customer / Student Support Specialist
BU: Working Qualified
Location: Mumbai (Andheri-Marol)
Experience: 0 to 2 Yrs (Freshers can also apply)
Shift Details: 6 days a week (Hybrid)
Shift Timings: 12:30 PM to 9:30 AM

Salary: 4.5 to 5 LPA

About the Role

We are looking for a proactive and learner-centric L1 Student Support Associate to join our Student Success team. In this role, you will handle queries from learners via our ticketing system (Freshdesk) and live chat, ensuring timely resolution, consistent communication, and a high level of satisfaction throughout the learner journey.

Key Responsibilities
Handle incoming learner queries via Freshdesk (tickets) and live chat platforms
Ensure timely resolution of issues while meeting SLA, CSAT, and quality benchmarks




Maintain professionalism and clarity in all learner communications
Collaborate with internal teams for issue resolution and escalations
Accurately log and track interactions in the CRM system
Deliver a seamless and positive learner experience across every interaction
Work in rotational shifts, including weekends and public holidays, as required

Required Skill Set
Excellent written and verbal communication skills
Solid problem-solving and interpersonal abilities
Time management skills with the ability to multitask under pressure
Familiarity with Freshdesk or other ticketing tools (preferred)
Proficiency in MS Office or Google Workspace tools

📌 Customer / Student Support Bu: Working Professional Mumbai
🏢 upGrad
📍 Mumbai