iGenuine Learning
Website:
igenuinelearning.com
Job details:
Serve as the primary point of contact for all student queries across call, WhatsApp, email, and LMS. Log, track, and communicate the resolution of student issues while ensuring a positive and responsive student support experience.
KEY RESPONSIBILITIES
• Receive and respond to student queries via calls, WhatsApp, email, and LMS helpdesk.
• Log every query as a ticket in the tracking system with accurate details and timestamps.
• Categorise queries — academic, operational, logistical, or technical — and route to the appropriate team.
• Follow up with Operations, Training Coordinators, or Technology for issue resolution.
• Communicate resolution status to students promptly; ensure no query is left unacknowledged.
• Track ticket closure times; flag overdue resolutions to the supervisor.
• Maintain a query log with weekly summary of volume, type, and closure rates.
• Support LMS access issues — password resets, login troubleshooting, and module access.
• Escalate recurring issues to Operations or Technology for systemic resolution.
Qualification
Graduate in any discipline.
Background in Communication or Customer Service preferred.
Experience
0–2 years in customer support, helpdesk, or student services.
Freshers with strong communication skills will be considered
Career Growth
Helpdesk Executive → Senior Student Support Executive → Student Services Manager
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