International Customer Support Executive

About the Company

We are the Indian branch of an established Australian software company providing tailored solutions to the education sector since 2003. Along with software, we offer comprehensive support and business services that streamline operations for clients across Australia. Our India office is based in Amritsar.

We are hiring a Client Support Associate (Junior) to assist our Client Services team in supporting Australian clients who use our TEAMS student management software.

Role Overview

This is a junior-level role focused on supporting clients during onboarding and day-to-day use of the TEAMS software. The role involves responding to client queries, assisting with troubleshooting, coordinating with internal teams, ensuring accuracy of client data, and maintaining proper documentation.

It is well-suited for graduates who have strong communication skills, good analytical ability, and a willingness to learn technical processes.

Key Responsibilities

1. Technical Support & Issue Handling

• Respond to client queries and basic issues through email and phone.

• Log support requests in the CRM and follow up until resolution.

• Perform initial troubleshooting and escalate advanced issues to senior staff or the development team.

• Provide step-by-step guidance to clients on simple changes or tasks within TEAMS.

2. Client Coordination & Documentation

• Coordinate with clients during onboarding and ongoing support processes.

• Maintain clear, professional communication with clients.

• Document discussions, clarifications, and resolutions through well-structured emails.

• Support senior team members in managing client expectations.

3. Testing & Quality Checking

• Assist in testing new TEAMS features, updates, and enhancements on demo/test sites.

• Follow test scenarios provided by senior staff.

• Report issues or bugs observed during testing.

• Support retesting activities once fixes are released.

4. Data Import Assistance

• Support the Technical Assistant (TA) team by reviewing and cleaning basic import files.

• Help identify missing data, incorrect formats, or invalid entries.

• Assist in preparing finalised import files for upload into TEAMS.

• Support improvements in data accuracy and management procedures.

5. Newsletter & Communication Tasks

• Assist in sending bulk notifications to clients about newsletters, updates, and holiday announcements.

6. Internal Support & Training

• Assist in training new junior staff under the guidance of senior team members.

• Support the creation and maintenance of autoresponder emails in the CRM.

Required Skills & Competencies

• Strong spoken and written English; Hindi-speaking ability preferred.

• High attention to detail, especially in documentation and data checking.

• Ability to follow structured processes and instructions.

• Basic technical proficiency and eagerness to learn new tools.

• Good organisational skills and ability to manage multiple simple tasks.

• Adaptability and willingness to take on new responsibilities.

• Capability to work well within a team-oriented environment.

Work Schedule

• Full-time, office-based role in Amritsar.

• Monday to Friday.

• Shift timing: 6:30 AM – 3:30 PM (aligned with Australian business hours).

• 9-hour shift with a mandatory 1-hour lunch break.

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