Hiring | Global Support Associate

About Us:

NCR Eduservices, a leading provider in educational services, delivers a comprehensive suite of solutions including e-tutoring, content development, academic delivery quality management, and extensive back-office support. Dedicated to addressing challenges for educational organizations, instructors, and learners through innovative strategies, the company is focused on enhancing education quality and accessibility.

Position : Global Support Associate

Location: Greater Noida West (Work from Office)
Experience: 3-5 Years
Working Days: Monday to Saturday (1st & 3rd Saturday Off & All Sun Off)
Shift Timing: 3:30 PM to 12:30 AM (Drop Facility)

About the Role

We are seeking a proactive and customer-focused Global Support Associate to deliver world-class technical and customer support to our international clients. In this role, you will handle real-time queries through email, chat, and ticketing systems, ensuring fast response and effective resolution.

Key Responsibilities

• Monitor and manage real-time issues reported during exams through Freshdesk (ticketing tool).
• Respond promptly to tickets, email queries, and chat support requests.
• Escalate unresolved or critical tickets to Tier 2 Support when required.
• Coordinate closely with the Examination Coordinator and Technical Team to ensure timely issue resolution.
• Validate or generate exam codes on the platform as per the process guidelines.
• Maintain accurate documentation of support interactions and resolutions.
• Ensure adherence to SLAs and deliver high-quality customer service at all times.

Required Skills & Qualifications

• Experience: 3 to 5 years in Customer Support, Global Support, Helpdesk, or Technical Support roles.
• Communication: Excellent written and verbal communication skills in English with a customer-centric attitude.
• Tools Knowledge: Experience with CRM or ticketing tools like Freshdesk, Zendesk, Jira, or ServiceNow.
• Technical Ability: Basic understanding of web-based applications, system navigation, and troubleshooting.
• Problem Solving: Ability to analyze issues logically and take ownership till resolution.
• Multitasking: Capable of handling multiple conversations and tasks in a fast-paced environment.
• Process Orientation: Strong attention to detail and adherence to service guidelines and SLAs.

Why Join Us?

• Work with a dynamic team supporting global customers.
• Opportunity to grow in international support operations.
• Exposure to global tools, processes, and best practices.
• Supportive and collaborative work culture.
• Excellent career growth opportunities.

Application Process : Ready to make an impact?

• Send your updated resume to [email protected]

Best Regards,
Kirtika Sharma | Team Lead HR & Operations | 9599314292