Customer Support Specialist

About Gritty-tech

Gritty-tech is an educational institution focused on delivering customized learning experiences for individuals looking to advance in their fields. The organization offers personalized one-on-one sessions and interactive group classes for IT professionals, academics, artists, competitive exam candidates, language learners, and professionals seeking specialized training. Programs are designed to combine academic excellence with practical support on assignments and projects, promoting strong subject mastery. Gritty-tech emphasizes individualized attention and a supportive learning environment where students can grow, achieve their goals, and pursue continuous development.

About the Role

The Customer Support Specialist will provide front-line support to learners, instructors, and partners by responding to inquiries via phone, email, chat, and in-person at the Hyderabad campus. This full-time, on-site role involves resolving service and technical issues, guiding users through platform features, and documenting common questions and solutions. The specialist will collaborate with academic and operations teams to ensure smooth class scheduling, enrollment, and issue escalation, while maintaining high levels of learner satisfaction.

Key Responsibilities

• Provide front-line support to learners, instructors, and partners.
• Respond to inquiries via phone, email, chat, and in-person.
• Resolve service and technical issues.
• Guide users through platform features.
• Document common questions and solutions.
• Collaborate with academic and operations teams to ensure smooth class scheduling, enrollment, and issue escalation.
• Maintain high levels of learner satisfaction.
• Update support records.
• Monitor feedback.
• Contribute ideas to improve processes and the overall learner experience.

Requirements & Tech Stack

• On-site work in Hyderabad.
• Proficiency with common office software and ticketing or CRM tools is an advantage.

Qualifications

• Strong customer-facing skills, including Customer Support and Customer Satisfaction abilities.
• Well-developed Interpersonal Skills.
• Clear, professional communication in English.
• Ability to provide Technical Support, including basic troubleshooting of online learning tools and platforms.
• Analytical Skills.
• Relevant experience in customer service or educational support, preferably in an academic or training environment.
• Diploma or bachelor’s degree in any discipline, or equivalent practical experience.