Customer Support Associate

Customer Support Associate
at Convera

Pune- WFO

At Convera, we’re looking for motivated, empathetic, and customer-focused individuals to deliver a truly outstanding student experience. As a Customer Support Associate, you will play a key role in guiding students (prime customers) through their journey—handling queries efficiently, resolving issues with care, and ensuring every interaction is positive, clear, and supportive. You will support students across multiple channels (Live chat, email, and telephone), and your ability to provide timely, high-quality responses will directly contribute to student satisfaction and retention. If you’re passionate about helping others, solving problems, and delivering exceptional service in a fast-paced environment, this is the role for you.

Key Responsibilities:

Student Query Management

• Handle pre- and post-course queries through multiple channels (Email, Phone, Live chat,)

• Provide accurate, timely responses and first-contact resolution wherever possible

• Escalate or solve complex queries to relevant internal teams when needed

• Deliver professional, empathetic, and consistent support in every interaction

• Guide students through processes (e.g. submissions, access, documentation)

• Proactively follow up with students to gather required information and ensure resolution

Service Excellence & Performance

• Meet and exceed agreed SLAs and KPIs

• Maintain a high standard of quality and consistency across all interactions

• Build rapport with students and create a positive support experience

• Identify opportunities to improve the student journey and reduce friction points

Administration & Continuous Improvement

• Maintain accurate and up-to-date records in internal systems

• Ensure all student requests are tracked and completed within deadlines

• Support team initiatives and contribute to process improvements

• Share feedback and suggest enhancements to improve service delivery

Skills & Experience

Essential Skills

• Strong English, written and verbal communication skills

• Ability to ask effective questions to understand student needs

• Confident using digital systems and platforms (e.g. CRM, ticketing tools, MS Office)

• Professional and friendly communication style

• Strong attention to detail and accuracy

• Ability to manage workload, prioritize tasks, and meet deadlines

• Resilient and able to handle challenging situations or complaints

• A proactive, self-motivated approach with a strong team mindset

Desirable Experience

• Experience in a student-facing, customer support, or service role

• Background in education, training, or financial services environments

• Experience working in a fast-paced, high-volume support environment

• Demonstrated commitment to delivering excellent customer/student experience

What We’re Looking For

• A passion for helping students succeed

• Someone who takes ownership and follows through on commitments

• A confident communicator who is not afraid to speak up or suggest improvements

• A positive, adaptable individual who thrives in a team environment

About Convera

Convera is the largest non-bank B2B cross-border payments company in the world. With decades of expertise and innovative payment solutions, we help organizations move money smarter and more efficiently across the globe. We’re proud to support a diverse range of customers—from small businesses to global institutions—and we’re equally committed to building a workplace that values inclusion, collaboration, and growth.

What We Offer

• Competitive salary and annual bonus opportunities

• Career development in a global organization

• Flexible working approach

• A supportive and inclusive team environment

Ready to Apply?

If you’re ready to build a rewarding career helping students succeed while delivering exceptional support, we’d love to hear from you.

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