Convera
CustomerSupportAssociate
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“Customer Support Associate at Convera. Skills: Customer Support, Communication, Problem Solving. Handle pre- and post-course queries. Provide accurate, timely responses”
What You'll Achieve.
student satisfaction and retention; Meet and exceed agreed SLAs and KPIs; high standard of quality and consistency; reduce friction points
Industry & Context.
resolving issues with care; solve complex queries; Problem Solving
Pune- WFO (Contractual Role)
What They're Looking For.
Must Have
English, written and verbal communication skills, Ability to ask effective questions to understand student needs, Confident using digital systems and platforms, Professional and friendly communication style, attention to detail and accuracy, Ability to manage workload, prioritize tasks, and meet deadlines, Resilient and able to handle challenging situations or complaints, A proactive, self-motivated approach with a team mindset
Nice to Have
Experience in student-facing, customer support, or service role, Background in education, training, or financial services environments, Experience working in a fast-paced, high-volume support environment, Demonstrated commitment to delivering excellent customer/student experience
What You'll Do.
Handle pre- and post-course queries
Escalate or solve complex queries
Guide students through processes
Proactively follow up with students
Meet and exceed agreed SLAs
Maintain a high standard of quality
Build rapport with students
Identify opportunities to improve student journey
Maintain accurate records
Ensure all student requests are tracked
Support team initiatives
Share feedback and suggest enhancements
How You'll Work.
Team & Collaboration
Support team initiatives; contribute to process improvements; A positive, adaptable individual who thrives in a team environment
Communication Scope
English, written and verbal communication skills; Professional and friendly communication style; Confident communicator
Full Job Description
Customer Support Associate at Convera Pune- WFO (Contractual Role) 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, writte
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