Job Description & Scope
Job description Job Title: Program coordinator/Student Support Location: Naraina Department: Support Services, UPES Online Reports To: Student Operations Manager / Team Lead Job Summary: We are looking for dynamic, empathetic, and process-oriented professionals to join our Student Support team. This role is central to ensuring a seamless and supportive experience for students enrolled in our online programs. You will handle fee-related queries, manage inbound and outbound calls, resolve academic and operational issues, and close support tickets in a timely manner Key Responsibilities: Student Query Management: Respond promptly and accurately to student inquiries via phone, email, and support portal regarding fees, classes, exams, results, portal access, etc. Ticket Resolution: Track, manage, and close assigned student support tickets within the defined turnaround time (TAT). Inbound & Outbound Calls: Attend inbound calls and offer resolution or route the query to the appropriate department. Make outbound calls to follow up on student issues, collect pending documents, or confirm resolution. Fee Follow-ups & Collection: Follow up with students for pending fee payments. Provide clarity on fee structure, instalment plans, and payment deadlines. Documentation & Escalation: Maintain proper records of interactions. Escalate unresolved or complex issues to relevant stakeholders or departments. Coordination with Internal Teams: Collaborate with academic, examination, LMS, and finance teams to ensure student concerns are addressed effectively. Key Requirements: Graduate in any discipline; postgraduate preferred. 1-3 years of experience in customer support/academic operations/BPO preferred. Excellent verbal and written communication skills (English + regional languages a plus). Familiarity with CRM tools, ticketing systems, and MS Office. Strong problem-solving skills and a student-first attitude. Ability to multitask and stay calm under pressure Preferred Skills: Experience in the education/edtech sector. Understanding of online learning environments, LMS platforms, or ERP systems. Ability to handle a high volume of calls/emails with empathy and efficiency. Role: Customer Success Associate Industry Type: E-Learning / EdTech Department: Customer Success, Service & Operations Employment Type: Full Time, Permanent Role Category: Customer Success Education UG: Any Graduate Key Skills Skills highlighted with ‘‘ are preferred keyskills Program Coordination Customer SupportERPLMSCRM ManagementCoordinationDocumentationAcademic OperationsTicket ManagementMS Office
