Help Desk Executive

Job Description

Eligibility Criteria: Educational Qualification: Any graduate (B. Com, BBA, B.Sc, or any other relevant discipline) Experience: 02 years Language Proficiency: English, Hindi, and Telugu (or) Kannada and Tamil Working Days: Monday to Saturday Working Hours: 9:00 AM 6:00 PM Required Skills: Communication Skills: Clear and effective verbal and written communication in English, Hindi, and Telugu (or) Kannada & Tamil, Good listening skills for understanding customer queries Customer Service Orientation: Patience and empathy while interacting with customers and internal teams, Ability to manage and resolve complaints efficiently Basic Computer Proficiency: Familiarity with MS Office (especially MS Excel for data entry and reports), Ability to navigate web-based applications and CRM systems Organizational Skills: Ability to manage multiple tasks and prioritize effectively, Attention to detail in documentation and data handling Team Collaboration: Willingness to work closely with other departments and support team goals Training Ability: Confidence in conducting training sessions for internal staff and teachers on application usage Problem-Solving Skills: Quick thinking and logical reasoning to provide solutions within the defined TAT Good-to-Have Skills: CRM or Helpdesk Software Experience (e.g., Zoho, Freshdesk, etc.) Basic Understanding of Educational Technology Platforms Presentation Skills (for internal training and onboarding) Analytical Mindset for interpreting user feedback and identifying patterns Flexibility & Adaptability in a fast-paced environment Key Responsibilities: Making outbound calls to provide detailed information about our platform and services Handling inbound customer calls, resolving queries efficiently within the defined TAT, and ensuring high-quality resolutions Maintaining accurate records of customer interactions and updating internal databases Coordinating with internal teams to ensure prompt issue resolution and service delivery Assisting in onboarding and guiding users through initial setup and usage of the platform Gathering feedback from users and reporting common issues to help improve service quality Following up with customers to ensure satisfaction and encourage continued usage of our services Supporting day-to-day operational activities and documentation Taking training sessions on applications for internal staff and teachers Adhering to company policies and maintaining confidentiality of data and customer information