Customer / Student Support | BU: Working Professional

upGrad; Mumbai; Hybrid; INR 450,000 - 500,000; Full time

Job summary

upGrad is looking for a proactive Customer / Student Support Specialist in Mumbai to join the Student Success team. You will handle learner queries via Freshdesk and live chat, ensuring timely resolutions and a high level of satisfaction across the learner journey.

This role welcomes freshers and candidates with 0–2 years of experience, offering a hybrid shift (6 days a week) and a salary of 4.5 to 5 LPA. You will log interactions in the CRM, collaborate with internal teams, and work across

Qualifications

• Excellent written and verbal communication skills are essential.
• Strong problem-solving abilities to resolve learner queries effectively.
• Ability to manage time and multitask while meeting SLA and CSAT targets.

Responsibilities

• Handle learner queries via Freshdesk and live chat.
• Ensure timely resolution of issues while meeting SLA, CSAT, and quality benchmarks.
• Maintain clear, professional learner communications at all times.
• Collaborate with internal teams for issue resolution and escalations.
• Accurately log interactions in the CRM system.
• Deliver a seamless learner experience across every interaction.
• Work in rotational shifts, including weekends and public holidays.

Skills

Communication skills

Problem solving

Time management

Multitasking under pressure

Tools

Freshdesk

Google Workspace

MS Office

Job description

Designation: Customer / Student Support Specialist

BU: Working Professional

Experience: 0 to 2 Yrs (Freshers can also apply)

Shift Details: 6 days a week (Hybrid)

Shift Timings: 12:30 PM to 9:30 AM

Salary: 4.5 to 5 LPA

About the Role

We are looking for a proactive and learner-centric L1 Student Support Associate to join our Student Success team. In this role, you will handle queries from learners via our ticketing system (Freshdesk) and live chat, ensuring timely resolution, consistent communication, and a high level of satisfaction throughout the learner journey.

Key Responsibilities

• Handle incoming learner queries via Freshdesk (tickets) and live chat platforms
• Ensure timely resolution of issues while meeting SLA, CSAT, and quality benchmarks
• Maintain professionalism and clarity in all learner communications
• Collaborate with internal teams for issue resolution and escalations
• Accurately log and track interactions in the CRM system
• Deliver a seamless and positive learner experience across every interaction
• Work in rotational shifts, including weekends and public holidays, as required

Required Skill Set

• Excellent written and verbal communication skills
• Strong problem-solving and interpersonal abilities
• Time management skills with the ability to multitask under pressure
• Familiarity with Freshdesk or other ticketing tools (preferred)
• Proficiency in MS Office or Google Workspace tools