Customer support specialist | bu: working professional

UpGrad International · Mumbai, India

Designation: Customer / Student Support Specialist

BU: Working Professional

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

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

● Strong 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