🛠 Tech Stack

💼 About This Role

You'll serve as a senior escalation point for complex inquiries in a global education technology environment, ensuring seamless operational support across exam delivery and client services. Your impact includes resolving escalated issues, driving process improvements, and mentoring junior team members to strengthen overall service excellence.

🎯 What You'll Do

• Act as primary escalation point for complex inquiries from internal teams and clients.
• Monitor and resolve support tickets through Zendesk ensuring timely resolution.
• Collaborate with cross-functional teams to ensure seamless service delivery.
• Generate and analyze operational reports to support data-driven decision-making.
• Support onboarding, training, and mentoring of new Shared Services Associates.

📋 Requirements

• High school diploma is required; associate or bachelor's degree preferred.
• 5+ years of experience in shared services, operations, or administrative support.
• Strong proficiency in Microsoft Office Suite especially Excel.
• Experience with Zendesk or similar ticketing systems.

✨ Nice to Have

• Prior experience in a senior, lead, or mentoring capacity is an advantage.
• Analytical thinking and problem-solving skills with a proactive mindset.

🎁 Benefits & Perks

• 💰 Competitive salary package
• 🏥 100% company-funded medical coverage for employee and family
• 🏠 Remote work opportunity based in India
• 🌙 Stable night shift schedule (Monday to Friday, IST core hours)
• 📈 Career development and internal growth opportunities

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter screen· 30 min
2. 2Hiring manager interview· 45 min
3. 3Technical or operational assessment· 60 min