Executive - Office Helpdesk

JD & Charter of UPESONLINE Helpdesk Team

1. Engagement Calls Maintaining regular communication to enhance student engagement and address their queries.
2. Tickets Management: Handling student queries and support requests efficiently through the ticketing management system.
3. Communication Handling – Managing all communication with students, including emails, announcements, for upcoming webinars, townhall meetings, orientations, SAP IDs, workshops etc.
4. Refund-Related Queries & Escalations – Addressing refund requests and handling escalations by coordinating with relevant departments to ensure resolution.
5. Inbound/Outbound Call Support-Provide one-on-one assistance to students, ensuring prompt address of student queries/concerns.
6. Student Referrals: Generating & Managing referrals from students as per the policy to assist sales team.
7. Collecting testimonials from students.

Other Responsibilities -

1. Coordinating internally with other departments such as finance, academics for resolving student challenges.
2. Counselling for students in case of refund / withdrawal cases.
3. Support on LMS .
4. Documentation for NAAC & other compliance .