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upGrad Direct hiring for Customer Support Associate. This is a great opportunity for freshers and early-career professionals looking to kickstart their journey in a global IT services company. The position is based in India and eligible candidates are encouraged to apply online at the earliest. The detailed eligibility criteria and application process are given below. Also Apply All Active Superset Hiring For Freshers
About Company :
upGrad – started in 2015, is a pioneer in the online education revolution, focused on powering career success for a global workforce of over 1.3 billion. It is one of the few Integrated LifeLongLearning Tech Companies in the world, spanning the college learner to the working professional from the age group of 18 to 55+ years and across undergrad courses, campus & job-linked programs, studying abroad, short form to executive programs to Degrees, Master’s and Doctoral, with a learner base of over 3 million across 100+ countries and over 300 university partners and robust enterprise business with a client base of 1000 companies worldwide.
Job Description
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