Urgent Job Opening for Support Executive, Ahmedabad

Job Description:

Purpose
Be the single point of contact for parents and teachers - from pre-sales follow-ups to
post-admission onboarding, class continuity, and quick resolution of
academic/technical issues.

Core Responsibilities

Pre-sales enablement:  Warm follow-ups via phone/WhatsApp/email; share
FAQs, seminar links, and counselling slots; update CRM.
 Onboarding:   After admission, issue welcome kit (rules, pledge, timetable),
assist fee confirmation, set up LMS/app access, and run orientation.
 Parent helpdesk: Own queries on classes, schedules, assessments, and
policies; resolve directly or triage to Tech/Academic/Finance; keep the parent
informed until closure.
 Teacher assistance: Schedule classes/PTMs, manage WhatsApp groups,
share class lists, help with LMS uploads/attendance, and circulate quiz/exam
links.

 Continuity & discipline: Monitor attendance, homework submission, and
code-of-conduct adherence; trigger reminders and corrective actions.
 Issue management: Log tickets, set priority, follow SOPs, and close with
clear notes; escalate risks early.
 Reporting: Daily dashboard—tickets opened/closed, first-response time,
common issues; weekly insights to improve SOPs.

KRAs
 First-response time and resolution
 Class start-on-time % and access success rate.
 Parent CSAT after onboarding and at PTMs.
 Attendance and homework compliance follow-through.
 Ticket documentation quality; zero critical misses.