Executive/Senior Executive - Student Ticketing System

Post / Job Title: Executive/Senior Executive - Student Ticketing System

Job Type: Full-Time

Reporting to: Manager - Education Operations

No. of Positions: 1

Department:Education Operations

Location: Gurgaon (Sector 30)

Role Overview: The incumbent will be responsible for overseeing and streamlining the student ticketing system process, ensuring timely and effective resolution of student concerns and operational issues. This role demands a highly organized individual who can manage a support team, analyze service patterns, drive process improvements, and ensure compliance with service-level agreements (SLAs).

Principal Accountabilities & Responsibilities

Student Ticketing & Query Resolution Management

• Oversee the lifecycle of student queries logged through the ticketing system.
• Allocate and prioritize tickets to support team members, supervise and mentor the team to ensure timely response and resolution.
• Monitor adherence to SLAs and take corrective actions in case of delays.

Process Optimization & Policy Implementation

• Define workflows, escalation protocols, and ticket tagging best practices.
• Document and maintain SOPs for student support and ticketing processes to ensure timely and effective resolution of student queries.
• Identify recurring issues, conduct root cause analysis, and implement process improvements.
• Conduct performance reviews and track team KPIs.

Collaboration & Stakeholder Communication

• Liaise with academic, technology, finance, and admission teams to resolve inter-departmental tickets.
• Provide timely updates and feedback loops to leadership on key issues and process improvements.
• Represent the support services unit in cross-functional project meetings.

Reporting & Analytics

• Generate daily, weekly, and monthly reports on ticket status, resolution time, and SLA adherence.
• Use dashboards and analytics tools to identify trends and recommend data-driven decisions.
• Prepare executive summaries and strategic recommendations based on support data.

Skill and Ability Requirements

• Excellent spoken and written English communication skills.
• Strong working knowledge of CRM platforms.
• Strong analytical and problem-solving abilities.
• Monitor performance metrics for continuous improvement.

Qualification & Experience

Qualification

Graduate in any discipline; MBA or relevant postgraduate qualification preferred.

Certifications in CRM platforms will be desirable.

Experience

5-7 years of work experience.

Experience in support services, student operations, or CRM ticketing workflows, preferably in leading Private or Global Banks/Insurance companies or in premier EdTech organisations.