1. Handle customer queries through email, chat, and phone, ensuring a 24-hour response SLA
2. Troubleshoot and resolve issues efficiently while maintaining high customer satisfaction
3. Collaborate with internal teams (Engineering, Implementation) to resolve escalations quickly
4. Monitor and meet weekly ticket response times (95%)
5. Ensure CSAT score (100%)
Requirements:
1. Focus on delivering excellent experiences at every touchpoint
2. Strong verbal and written skills to effectively manage customer interactions
3. Ability to diagnose issues, think critically, and provide effective solutions
4. Understand and address customer concerns with patience and understanding
5. Follow workflows meticulously while identifying areas for improvement
6. Familiarity with customer support tools and ticketing systems (e.g., Zendesk, Freshdesk)
7. Work seamlessly with internal teams to resolve complex issues
Edumerge Solutions Private Limited is a software product company, founded in 2010. Our primary focus is to deliver innovative solutions and services to the educational sector. We, at Edumerge, are designing our software products on the latest technologies to provide the best solution to our customers. Edumerge provides solutions based on the requirement of the customer that is formative and cost-effective. Our team is steered by a passion for providing unparalleled customer service and satisfaction.
We are transforming the way students, parents, teachers, and school administrators communicate, collaborate, and come together to build the future of students and create successful Institutions.
