Customer Support Associate

About SkilloVilla and Role Overview

At SkilloVilla, we understand that the quality of a student's educational journey depends heavily on the support they receive. We are seeking a dedicated Customer Support Associate who values taking ownership beyond simply closing tickets. This individual remains composed during challenging conversations and approaches each student's issue with genuine care. If you excel in dynamic startup settings, enjoy resolving problems in depth, and are eager to progress rapidly, this position is ideal for you.

Job Details

• Location: JP Nagar, Bengaluru (on-site)
• Employment Type: Full-time
• Working Days: Monday to Saturday (6 days a week)
• Experience Required: 1 to 3 years
• Immediate joiners will be given preference

Key Responsibilities

• Manage student inquiries via phone calls, chats, and emails.
• Maintain up-to-date knowledge of courses, platform features, and payment processes to handle queries effectively.
• Take ownership of escalated issues including those from social media, defusing tensions and finding constructive solutions.
• Coordinate with different internal departments to ensure timely resolution of outstanding issues.
• Document every resolved case accurately and promptly to avoid loose ends.
• Create and maintain support performance reports using Excel and Google Sheets.

Required Qualifications and Skills

• Between 1 and 3 years experience in Customer Support, Customer Success, or Student Support roles.
• Prior experience managing escalations and addressing complaints on social media platforms.
• Strong verbal and written communications skills in English.
• Proficiency with Excel and Google Sheets for producing detailed reports.
• Capability to work six days per week in a fast-moving environment.
• Background in EdTech or SaaS sectors is advantageous.

Eligibility

Open to candidates with relevant experience in customer-facing support roles, preferably with exposure to educational technology or software services.