• Frontline Communication & Ticket Management • Omnichannel Ticket Management: Resolve support queues across calls, WhatsApp, Zoho IM, and Zoho Desk; maintain a < 5-minute First Response Time. • Proactive Post-Call Follow-Ups: Send a mandatory summarizing text to the parent/client after every call (successful or unsuccessful) to clear up ambiguity. • Overnight Coverage: Review and acknowledge all overnight inbound messages by a maximum cutoff time of 10:00 AM. • Schedules & Cancellations: Own the end-to-end coordination of make-up classes, actively tagging Session Monitors to assist during processing surges. • Live Session Monitoring & Rapid Recovery • Real-Time Class Audits: Track live schedules to ensure tutors and learners join on time. • Intervene in live session disruptions in < 3 minutes and execute emergency classroom migrations in < 10 minutes. • Student Absence Protocol: Execute the step-by-step absence checklist (calling parents, validating status, and administering the Cancellation & Make-Up Class Policy). • Tutor Compliance Follow-Ups: Monitor outstanding tutor session logs daily and issue mandatory completion reminders within timelines • Incident Documentation & Quality Assurance • Fixed Logging Format: Follow a strict "No Free-Style Comments" rule. Every incident must be documented as a NOTE and backed by a created TICKET detailing: Incident Type, Start Time, Root Cause, Responsible Party, Action Taken, and Session Recovery Status. • Shift Video Audits: Review and evaluate exactly two (2) pre-recorded sessions per shift to audit tutor strategy and classroom engagement. • Evidence-Based Reporting: Submit structured QA reports before shift deadlines containing clear timestamps and objective, data-driven conclusions.

• Respond to customer inquiries through email, ticketing systems, and other support channels. • Provide clear, professional, and timely customer service. • Register, update, and follow up on customer support tickets. • Troubleshoot basic technical issues before escalation. • Coordinate with internal technical teams to resolve customer concerns. • Keep customers informed throughout the resolution process. • Maintain accurate records of customer interactions and actions taken. • Monitor open requests and follow up to ensure timely closure. • Escalate complex or urgent issues with complete and accurate information. • Contribute to internal procedures, FAQs, and knowledge-base documentation. • Identify recurring customer issues and suggest process improvements.

Role Description - Diagnose and troubleshoot player problems efficiently, providing accurate information and ensuring proper follow-up. - Guide users through product features and functionality. - Ensure consistent support quality by adhering to established standards and policies. - Collaborate and coordinate with team members to deliver the best possible support outcomes. - Maintain an assigned schedule and be available to work night and weekend shifts including holidays, if required. - Attend daily huddles/meetings to stay aligned on policy or process updates. - Uphold our customer service standards in every interaction. - Document recurring technical issues and escalate to the appropriate teams. - Share insights with colleagues to continuously improve solutions. - Respond promptly to player inquiries via email, chat and callback, resolving issues with professionalism and clarity. Qualifications - Troubleshooting Ability: Ability to understand and logically resolve common technical issues faced by players. - Multichannel Support: Adaptable in managing support via email, chat, and callbacks. - Documentation Accuracy: Ability to properly log issues, resolutions, and internal notes. - Problem Solving: Analyze and evaluate player issues to offer effective solutions. - Empathy: Show understanding and care in handling player frustrations. - Communication: Deliver responses clearly and concisely. - Adaptability: Stay open to learning new policies, games, and tools. - Time Management: Manage multiple tickets efficiently while maintaining quality. - Player-Focused Mindset: Balance player satisfaction with internal policies. - Accountability: Take responsibility and learn from mistakes. - Team Collaboration: Work effectively with teammates, QA, and leadership. - Security Awareness: Handle player data with confidentiality. - Respect & Patience: Remain composed during difficult interactions. - Tone Management: Use a friendly yet professional tone in all communication. - Clarity and Accuracy: Ensure all written communication is grammatically correct and free of errors. - Proofreading Skills: Review responses carefully before sending. - Consistency: Follow company guidelines for style, terminology, and phrasing. Requirements - Open to entry-level candidates and those new to the workforce. - Prior experience in email/chat/callback-based customer support is an advantage. - Experience in gaming or technical support is a plus. - Minimum Education: Completion of high school or equivalent qualification. Technical Requirements - PC/Laptop’s minimum specs required: - Windows 11 or above - Minimum 6 GB RAM - A recent or good-performing processor [Intel I5 or above] - Internet speed: 30 Mbps or higher (with decent upload and download speeds) - Microphone and audio capability (Highly recommend a noise cancelation device for callback) - At least one USB-A & USB-C port (for our security device) Benefits - Work directly with global gamers and improve real-time support skills. - Gain hands-on experience with technical troubleshooting and gaming platforms. - Be part of a collaborative, fun, and supportive team environment.

• Provide exceptional email, chat and phone support to our members and planners, nurturing long-lasting relationships. • Ensure adherence to our Service Level Agreements (SLAs) for response times and customer satisfaction. • Proactively identify trends and issues to enhance the user experience. • Go above and beyond to deliver a world-class customer experience by meeting and exceeding user needs • Develop a deep understanding of our products to offer informed support and advice. • Gather customer feedback to inform product improvements and customer experience strategies.