Customer Support Executive

Athena Global Technologies Limited; Hyderabad; On-site; INR 350,000 - 550,000; Full time

Job summary

Athena Global Technologies Limited is seeking a Customer Support Executive in Hyderabad to manage student, parent, and tutor queries with empathy and clear communication. You will handle chats, calls, WhatsApp, and email, ensuring timely resolution and a positive learning experience.

The role requires coordinating with Academic, Technical, and Sales teams, documenting interactions, and maintaining SLAs while upholding data confidentiality and service standards.

Qualifications

• 1–3 years of experience in customer support, customer service, or customer experience roles.
• Experience in K12 EdTech, online education, e-learning, or a similar customer-facing environment is preferred.
• Excellent spoken and written English communication skills.
• Hands-on experience with CRM systems, ticketing tools, and WhatsApp Business API.
• Experience handling voice, non-voice, chat, email, and WhatsApp support channels.
• Strong problem-solving, multitasking, conflict-resolution, and customer-handling skills.
• Ability to communicate company policies confidently and handle challenging customer interactions.
• A customer-centric attitude with strong ownership, patience, and attention to detail.

Responsibilities

• Serve as the first point of contact for students, parents, and tutors via phone, live chat, WhatsApp and email.
• Handle inquiries related to class scheduling, rescheduling, cancellations, tutor coordination, technical issues, and platform support.
• Explain policies, procedures, and service guidelines clearly and professionally, including policy-based denials.
• Identify customer concerns, troubleshoot basic technical issues, and escalate as needed.
• Work with Academic, Technical, and Sales teams to ensure smooth learning experiences.
• Track unresolved queries, follow up with stakeholders, and inform customers until closure.
• Maintain accurate interaction records, update CRM, and manage support tickets with resolution details.
• Handle difficult conversations with patience, empathy, and professionalism while meeting targets.

Skills

Customer support

CRM

English communication

Multitasking

Problem solving

WhatsApp Business API

Tools

CRM systems

Ticketing tools

WhatsApp Business API

Job description

Experience: 1–3 Years

Industry: EdTech / Online Education

Employment Type: Full-Time

Job Summary

We are looking for a customer-focused and empathetic Customer Support Executive to handle queries from students, parents, and tutors. The ideal candidate should have excellent communication skills, strong problem-solving abilities, and experience managing customer interactions across chat, phone, WhatsApp, and email. The role involves ensuring timely query resolution, delivering a positive customer experience, and coordinating with internal teams to maintain smooth academic operations.

• Customer Support: Serve as the first point of contact for students, parents, and tutors through phone calls, live chat, WhatsApp, and email.
• Query Management: Handle inquiries related to class scheduling, rescheduling, cancellations, tutor coordination, technical issues, and online learning platform support.
• Policy Communication: Explain company policies, procedures, and service guidelines clearly and professionally, including situations involving policy-based denials.
• Issue Resolution: Identify customer concerns, troubleshoot basic technical issues, and ensure timely resolution or escalation to the relevant teams.
• Cross-functional Coordination: Work closely with Academic, Technical, and Sales teams to address customer concerns and ensure uninterrupted learning experiences.
• Follow-ups & Escalations: Track unresolved queries, follow up with relevant stakeholders, and keep customers informed until closure.
• CRM & Documentation: Maintain accurate customer interaction records, update CRM systems, and manage support tickets with proper resolution details.
• Customer Experience: Handle difficult conversations and escalations with patience, empathy, and professionalism while maintaining customer satisfaction.
• Multitasking & Productivity: Manage multiple chats, calls, and support requests efficiently while meeting response-time and resolution targets.
• Process Compliance: Follow established support processes, service standards, escalation matrices, and data confidentiality guidelines.

Required Skills & Qualifications

• 1–3 years of experience in customer support, customer service, or customer experience roles.
• Experience in K12 EdTech, online education, e-learning, or a similar customer-facing environment is preferred.
• Excellent spoken and written English communication skills.
• Hands-on experience with CRM systems, ticketing tools, and WhatsApp Business API.
• Experience handling voice, non-voice, chat, email, and WhatsApp support channels.
• Strong problem-solving, multitasking, conflict-resolution, and customer-handling skills.
• Ability to communicate company policies confidently and handle challenging customer interactions.
• A customer-centric attitude with strong ownership, patience, and attention to detail.

Work Requirements

• Willingness to work rotational shifts scheduled between 8:00 AM and 10:30 PM.
• Availability to work on weekends and holidays as per business requirements.
• Candidates who can join immediately are preferred; immediate joiners only.

Key Performance Indicators (KPIs)

• First Response Time and Average Resolution Time.
• Customer Satisfaction (CSAT) and customer feedback.
• Query closure rate and pending ticket management.
• Quality of customer interactions and process compliance.
• Adherence to shift schedules and support productivity targets.