Customer Support Executive

Role & responsibilities

The Customer Support Executive is responsible for providing exceptional support to learners, instructors, enterprise clients, and internal stakeholders using the Learning Management System (LMS). The role involves resolving customer queries, troubleshooting technical issues, guiding users through the platform, and ensuring a seamless learning experience. The executive will act as the first point of contact for all customer support requests while maintaining high customer satisfaction (CSAT) and Service Level Agreements (SLAs).

Preferred candidate profile

• Handle customer queries through phone, email, chat, WhatsApp, and support tickets.
• Resolve issues related to login, course access, assessments, videos, certificates, and LMS navigation.
• Assist customers with onboarding, account setup, course enrolment, and platform usage.
• Track and resolve support tickets within defined SLAs.
• Troubleshoot basic technical issues and coordinate with Product/Engineering teams for complex issues.
• Conduct LMS walkthroughs and user orientation sessions.
• Collect customer feedback and report recurring issues.
• Create and update FAQs, user guides, and knowledge-base content.
• Assist with UAT and testing of new LMS features.

Candidate Profile

• Bachelor's degree in any discipline.
• 13 years of experience in Customer Support, Technical Support, Helpdesk, LMS Support, or Customer Success.
• Experience in EdTech, SaaS, E-learning, or LMS platforms is preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving and customer-handling skills.
• Comfortable working with support/ticketing tools.