L1 Support

Job Description: Level One Support (L1)
Company: Turito
Department: Customer Support
Location: Hyderabad
Job Summary:
As a Level One Support (L1) representative at Turito, you will play a pivotal role in ensuring a seamless
and enriching experience for both parents and teachers on our online education platform. Your primary
responsibility will be to address queries, concerns, and provide assistance to parents and teachers,
thereby contributing to the growth of positive relationships with our valued customers.
Key Responsibilities:
1. Foster strong relationships with parents and teachers to enhance the overall value of their
engagement with Turito.
2. Serve as a knowledgeable point of contact, adept at resolving queries and concerns related to
the online platform.
3. Coordinate and execute class modifications, collaborating with the tech team to manage
backend adjustments for ongoing classes.
4. Create and maintain daily trackers for student, teacher, and operational teams, while managing
the flow of inbound and outbound emails.
5. Engage with parents and teachers via chats, phone and email, offering responsive and effective
solutions to their inquiries.
6. Identify and understand challenges faced by parents, students, and counselors, providing
insights to enhance our offerings.
7. Maintain a high standard of customer service by promptly addressing queries and ensuring
timely resolutions.
8. Actively seek and integrate feedback from parents and teachers to drive improvements in our
products and processes.
9. Contribute to exceptional program delivery, focusing on customer retention and reducing churn
rates.
10. Regularly update and manage daily tasks in alignment with evolving operational needs and
priorities.
Requirements:
▪ Excellent communication skills, both written and verbal.
▪ Strong interpersonal skills and a natural inclination for building relationships.
▪ Problem-solving abilities to address customer concerns effectively.
▪ Ability to multitask and manage daily operational responsibilities.
▪ Proficiency in using relevant software and tools.
▪ Prior customer support experience is a plus.
Qualifications:
Bachelor's degree or equivalent experience in a related field.

Company Overview:
Turito pioneers quality education online and on-campus, led by seasoned educators with 30+ years'
experience. Operating globally, including India, US, Singapore, and the Middle East, Turito provides
premier learning. Offering accessible content and a modern environment, our tech-integrated platform
empowers students to learn from experts, fostering personalized success.