CustomerSupportAssociate

Customer Support Associate at Convera Pune- WFO At Convera, we’re looking for motivated, empathetic, and customer-focused individuals to deliver a truly outstanding student experience. As a Customer Support Associate, you will play a key role in guiding students (prime customers) through their journey—handling queries efficiently, resolving issues with care, and ensuring every interaction is positive, clear, and supportive. You will support students across multiple channels (Live chat, email, and telephone), and your ability to provide timely, high-quality responses will directly contribute to student satisfaction and retention. If you’re passionate about helping others, solving problems, and delivering exceptional service in a fast-paced environment, this is the role for you. Key Responsibilities: Student Query Management Handle pre- and post-course queries through multiple channels (Email, Phone, Live chat,) Provide accurate, timely responses and first-contact resolution wherever possible Escalate or solve complex queries to relevant internal teams when needed Deliver professional, empathetic, and consistent support in every interaction Guide students through processes (e. g. submissions, access, documentation) Proactively follow up with students to gather required information and ensure resolution Service Excellence & Performance Meet and exceed agreed SLAs and KPIs Maintain a high standard of quality and consistency across all interactions Build rapport with students and create a positive support experience Identify opportunities to improve the student journey and reduce friction points Administration & Continuous Improvement Maintain accurate and up-to-date records in internal systems Ensure all student requests are tracked and completed within deadlines Support team initiatives and contribute to process improvements Share feedback and suggest enhancements to improve service delivery Skills & Experience Essential Skills Strong English, written and verbal commun