Voice Support Specialist | BU: Working Professional

Job Title: Voice Support Specialist – Proactive Onboarding & Red-Alert Engagement Location: Mumbai (Marol) – Work From Office Experience: 1–4 Years Industry: EdTech / Education Services Employment Type: Full-Time Shift Type: 6 days (7am to 4pm / 1pm to 10 pm / 10pm to 7am) - Sunday Off Role Overview We are launching a dynamic Voice Support Initiative designed to deliver proactive and personalized learner engagement. This role plays a critical part in onboarding new learners and re-engaging those at risk of dropping out. You’ll be the first voice they hear—offering clarity, empathy, and solutions to set the tone for a successful learning journey. Key Responsibilities: Proactive Onboarding (New Learners) • Conduct welcome calls within 48 hours of learner enrollment. • Guide learners through initial steps: account setup, platform access, and orientation. • Share key program information, address FAQs, and manage expectations. • Send follow-up milestone reminders and ensure timely task completion. Red-Alert Engagement (At-Risk Learners) • Monitor system flags (e.g., inactivity, overdue tasks) and conduct prompt outreach. • Diagnose learner challenges and provide tailored solutions (e.g., deadline extensions, academic tips). • Resolve issues related to billing, access, or miscommunication in coordination with relevant teams. • Track red-alert outcomes and ensure learner concerns are fully resolved. General Support • Maintain detailed call logs and learner status via CRM. • Participate in regular training and quality assurance assessments. • Provide feedback on workflow gaps and suggest enhancements based on interactions. Required Skills & Competencies • Excellent Communication: Clear, confident, and empathetic voice communication. • Problem-Solving Ability: Ability to understand concerns, assess needs, and act quickly. • Learner-Centric Mindset: Patience and dedication to improving learner experience and outcomes. • Time Management: Capable of managing call schedules, follow-ups, and reports efficiently. • Tech Savvy: Comfortable using CRM systems, call monitoring tools, and internal platforms. Desired Qualifications • Bachelor’s degree in any field (preferred). • Minimum 1-2 years of experience in voice-based support, preferably in EdTech, customer support, or student success roles. • Experience in handling both inbound and outbound calls. • Familiarity with escalation protocols and quality assurance practices. Performance Metrics • Onboarding Completion Rate • First Call Satisfaction (FCS) • Learner Engagement within First 2 Weeks • Red-Alert Case Resolution Rate • Re-Engagement Success Rate • Dropout Rate Reduction

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