STUDENT SUCCESS & LEARNER SUPPORT EXECUTIVE

About the Role

ISCAP Services Pvt. Ltd. is seeking responsible, organized, and student-focused Student Success & Learner Support Executives to support enrolled learners throughout their learning journey. This role is suitable for graduates, freshers, and candidates with experience in customer support, student coordination, education, or client servicing. The primary goal is to improve student satisfaction, engagement, and course completion.

Job Details

• Company: ISCAP Services Pvt. Ltd.
• Job Title: Student Success & Learner Support Executive
• Department: Student Experience & Program Operations
• Education: Any bachelor's degree
• Experience: Freshers and experienced candidates
• Work Mode: Remote / Work From Home
• Location: India – Remote
• Employment Type: Internship or full-time employment, depending on the specific vacancy.

Role Objective

To help enrolled students stay engaged, understand program procedures, resolve routine queries, complete learning activities, and progress through their courses, internships, and projects. Act as a communication link between students and ISCAP's academic, mentoring, technical support, and program management teams.

Key Responsibilities

• Student Support & Enquiry Management
• Respond professionally to student enquiries via WhatsApp, email, telephone, and approved digital channels.
• Assist students in understanding course schedules, learning resources, assignments, deadlines, and program procedures.
• Resolve routine issues and escalate academic, technical, billing, or other complex concerns to the relevant team.
• Maintain records of student requests, actions taken, and resolutions.
• Student Engagement & Retention
• Monitor student participation, attendance, assignment submissions, and learning activity.
• Identify inactive learners and follow up to understand challenges.
• Encourage students to follow learning plans and complete pending activities.
• Help learners reconnect with trainers, mentors, or program coordinators.
• Record engagement concerns and suggest suitable support measures.
• Learner Feedback & Issue Resolution
• Collect student feedback about courses, mentors, learning materials, and support services.
• Identify recurring problems and communicate them to internal teams.
• Track complaints and unresolved issues until addressed or escalated.
• Maintain professional, empathetic communication, especially with frustrated or dissatisfied students.
• Progress Tracking & Coordination
• Track learner progress, project milestones, assessments, and completion status.
• Coordinate with trainers, project mentors, and internship coordinators.
• Send approved reminders about sessions, assessments, submissions, and deadlines.
• Support certificate processing according to verified completion requirements.
• Reporting & Student Experience Improvement
• Maintain student records and support trackers using spreadsheets or management systems.
• Prepare regular reports on enquiries, engagement, pending issues, feedback, and progress.
• Identify common barriers affecting student participation or course completion.
• Recommend improvements based on learner feedback and support data.

Eligibility Criteria

• Bachelor's degree in any discipline.
• Freshers are welcome.
• Good verbal and written communication skills.
• Patient, empathetic, and solution-oriented attitude.
• Basic computer, spreadsheet, email, and WhatsApp skills.
• Ability to organise tasks, follow up consistently, and meet deadlines.
• Comfortable communicating with students from different academic backgrounds.
• Reliable internet connection and laptop/computer for remote work.
• Experience in customer support, student services, education counselling, program coordination, or client relationship management is an advantage.

Performance Expectations

Performance may be evaluated based on:

• Student response time and support quality.
• Accuracy of information provided.
• Timely resolution and escalation of issues.
• Completion of follow-ups.
• Learner engagement and feedback.
• Accuracy of student records and reports.
• Contribution to improved learner progress and course completion.
• Student satisfaction and genuine issue resolution matter more than the number of messages sent.

What You Will Learn

• Gain practical experience in student relationship management, customer support, learner engagement, education operations, issue resolution, reporting, and program coordination.
• High-performing candidates may be considered for additional responsibilities or future employment opportunities.

Mandatory Screening Questions

Answer all questions and send your CV with your responses through WhatsApp to apply.

How to Apply

• WhatsApp: +91 84650 20524
• Email: [email protected]
• Website: https://iscap.in
• Send your CV and screening answers in the specified format.