Customer Relations Technical Support

Customer Relations & Technical Support Executive

Working Hours

2:00 PM – 10:00 PM

Role Overview

We are looking for a proactive and responsible Customer Relations & Technical Support Executive who will act as the bridge between our customers/students, Academic Team, and Technology Team .

The ideal candidate should have a good technical understanding, strong problem-solving skills, excellent communication abilities, and the ability to identify and foresee potential issues before they become major problems.

Key Responsibilities

• Attend customer and student calls and provide timely and professional support.
• Monitor, respond to, and manage support tickets during the assigned shift.
• Understand customer/student issues clearly and identify whether they are technical, academic, or operational.
• Troubleshoot common technical issues and guide customers/students towards solutions.
• Identify technical problems and document them clearly.
• Identify and foresee potential problems and proactively report them to the relevant team.
• Escalate technical issues to the Technology Team with clear and complete information.
• Follow up with the Technology Team until the issue is properly resolved.
• Coordinate with the Academic Team to resolve academic-related student/customer issues.
• Act as the communication link between the Customer/Student, Academic Team, and Technology Team .
• Keep customers/students updated on the status of their issues until resolution.
• Maintain proper records of issues, escalations, follow-ups, and resolutions.
• Identify recurring issues and report them to the relevant team for permanent solutions.
• Take ownership of issues and ensure that problems are followed through to completion.
• Prepare regular reports on common issues, unresolved problems, and recurring technical difficulties.
• Contribute ideas to improve the overall customer/student support experience.

Required Skills

• Good technical understanding of online platforms, web/mobile applications, learning platforms, and basic troubleshooting.
• Strong problem-solving and analytical skills .
• Ability to understand issues quickly and identify the appropriate solution or team for escalation.
• Ability to anticipate and identify potential problems before they become larger issues.
• Strong coordination and follow-up skills.
• Excellent communication and interpersonal skills.
• Ability to communicate clearly and professionally with customers and students.
• Ability to remain calm and solution-oriented when handling difficult situations.
• Good reporting and documentation skills.
• Ability to work independently and take ownership of issues.

Language Requirements

The candidate must be able to communicate effectively in:

• Tamil
• English
• Sinhala

Fluency in all three languages is required.

Working Hours & Availability

2:00 PM – 10:00 PM

The candidate must:

• Be available throughout the assigned working hours.
• Attend incoming customer/student calls .
• Monitor and respond to support tickets.
• Coordinate with the Technology and Academic Teams to resolve issues.
• Follow up on unresolved issues until closure.

Key Success Measures

Success in this role will be measured by:

• Timely response to calls and support tickets.
• Effective identification and resolution of customer/student issues.
• Proper escalation and follow-up with the Technology Team.
• Smooth coordination with the Academic Team.
• Early identification and reporting of potential problems.
• Reduction of recurring and unresolved issues.
• Clear and accurate reporting.
• High-quality customer/student support and communication.