Job Application for Customer Support Associate at Convera

Customer Support Associate

Convera | Pune – Work from Office

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

Customer Query Management

Handle pre- and post-transaction queries across multiple channels (email, phone, live chat)
Provide accurate, timely responses and first-contact resolution wherever possible
Escalate complex queries to relevant internal teams when needed
Deliver professional, empathetic, and consistent support in every interaction
Guide customers — including students — through processes such as submissions, account access, and documentation
Proactively follow up with customers 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 customers and create a positive support experience
Identify opportunities to improve the customer journey and reduce friction points

Administration & Continuous Improvement

Maintain accurate and up-to-date records in internal systems
Ensure all customer 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 written and verbal English communication skills
Ability to ask effective questions to understand customer 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, prioritise 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 customer-facing support or service role
Background in education, financial services, or other regulated environments
Experience working in a fast-paced, high-volume support environment
Demonstrated commitment to delivering an excellent customer experience

What We're Looking For

A passion for helping customers succeed — whether they're students, businesses, or individual clients
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

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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Convera requires background checks of all new employees at the appropriate stage of the application procedure, including, in certain countries, the investigation of criminal convictions, in accordance with applicable federal, state and local law. Disclosure of a criminal record will not necessarily disqualify you for employment. Any conviction or guilty plea will be evaluated on its own merit with respect to time, nature, circumstances and seriousness, as well as any other factors required pursuant to applicable federal, state and local law, in relation to the job for which you are indicating interest. However, failure to disclose this information when requested, in accordance with applicable federal, state and local law, will generally result in a disqualification of your application or termination of employment.

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Customer Support Associate

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