Customer Support Associate

About the Company

Launched in 2019, Scaler is Indias leading tech education company that upskills working professionals and educates aspiring engineering students. Scalers industry-vetted curriculum addresses real-world challenges through two flagship online programs: Scaler and Scaler DSML. To further redefine education, Scaler has launched:

• Scaler Neovarsity: An outcome-focused online Master's Programme
• Scaler School of Technology (SST): A 4-year residential UG program in Computer Science
• Scaler School of Business: An 18-month PGP in Management & Technology

Our parent firm, InterviewBit, has been featured in the Financial Times Asia-Pacific High Growth Companies 20212025. Scaler is backed by marquee global investors like Peak XV (formerly Sequoia India), Tiger Global, and Lightrock India.

About the Role

Roles and responsibilities:

• Resolve customer queries/complaints via a combination of Inbound/Outbound calls
• Establish warm and friendly rapport whilst interacting with customers by phone
• Solve a wide range of incoming complaints to achieve customer satisfaction
• Work closely with other stakeholders to resolve the queries/complaints in a timely manner
• Build rapport with customers through courteous and professional communications
• Share process improvement-related ideas
• Manage the Key productivity indicators (Productivity, AHT, CSAT etc.)

Qualifications

• Bachelors degree

Required Skills

• 2-3.5 years of experience in Voice based customer support industry
• Excellence in both written and spoken English & Hindi (No MTI)
• Excellent problem-solving skills & ability to connect with customers effectively
• Passion for resolving problems & creating a world-class support experience for customers
• The ability to learn & implement feedback quickly
• Ability to work under pressure/fast-paced environment
• Experience with CRM tools (Salesforce, Zendesk, etc.)
• The person should be comfortable working from the office.
• Eagerness to work in shifts and at weekends.

Preferred Skills

• No specific preferred skills mentioned.

Pay range and compensation package

No specific pay range or compensation package mentioned.

Equal Opportunity Statement

Scaler is committed to diversity and inclusivity in the workplace.