Hiring Support Executive (Online) for a Leading Marcom Industry - Ahmedabad Location

Job Description:

Purpose

• Be the single point of contact for parents and teachers - from pre-sales follow-ups to post-admission onboarding, class continuity, and quick resolution of academic/technical issues.

Core Responsibilities

• Pre-sales enablement: Warm follow-ups via phone/WhatsApp/email; share FAQs, seminar links, and counselling slots; update CRM.
• Onboarding: After admission, issue welcome kit (rules, pledge, timetable), assist fee confirmation, set up LMS/app access, and run orientation.
• Parent helpdesk: Own queries on classes, schedules, assessments, and policies; resolve directly or triage to Tech/Academic/Finance; keep the parent informed until closure.
• Teacher assistance: Schedule classes/PTMs, manage WhatsApp groups, share class lists, help with LMS uploads/attendance, and circulate quiz/exam links.
• Continuity and discipline: Monitor attendance, homework submission, and code-of-conduct adherence; trigger reminders and corrective actions.
• Issue management: Log tickets, set priority, follow SOPs, and close with clear notes; escalate risks early.
• Reporting: Daily dashboard—tickets opened/closed, first-response time, common issues; weekly insights to improve SOPs.

KRAs

• First-response time and resolution
• Class start-on-time % and access success rate.
• Parent CSAT after onboarding and at PTMs.
• Attendance and homework compliance follow-through.
• Ticket documentation quality; zero critical misses.