Customer Support Associate at Convera

<p><strong>Customer Support Associate<br></strong>at Convera</p> <p>Pune- WFO</p> <p>At <strong>Convera</strong>, we’re looking for motivated, empathetic, and customer-focused individuals to deliver truly outstanding support experiences.</p> <p>As a <strong>Customer Support Associate</strong>, you will play a key role in supporting our customers — including students, institutions, corporate clients, and partners — through their journey with Convera. You will handle queries efficiently, resolve issues with care, and ensure every interaction is positive, clear, and professional.</p> <p>You will support customers across multiple channels (live chat, email, and telephone), and your ability to provide timely, high-quality responses will directly contribute to customer satisfaction and retention.</p> <p>If you're passionate about helping others, solving problems, and delivering exceptional service in a fast-paced environment, this is the role for you.</p> <p><strong>Key Responsibilities<br></strong></p> <p><strong>Customer Query Management</strong></p> <ul> <li>Handle pre- and post-transaction queries across multiple channels (email, phone, live chat)</li> <li>Provide accurate, timely responses and first-contact resolution wherever possible</li> <li>Escalate complex queries to relevant internal teams when needed</li> <li>Deliver professional, empathetic, and consistent support in every interaction</li> <li>Guide customers — including students — through processes such as submissions, account access, and documentation</li> <li>Proactively follow up with customers to gather required information and ensure resolution</li> </ul> <p><strong>Service Excellence &amp; Performance</strong></p> <ul> <li>Meet and exceed agreed SLAs and KPIs</li> <li>Maintain a high standard of quality and consistency across all interactions</li> <li>Build rapport with students and create a positive support experience</li> <li>Identify opportunities to improve the student journey and reduce friction points</li> </ul> <p><strong>Administration &amp; Continuous Improvement</strong></p> <ul> <li>Maintain accurate and up-to-date records in internal systems</li> <li>Ensure all student requests are tracked and completed within deadlines</li> <li>Support team initiatives and contribute to process improvements</li> <li>Share feedback and suggest enhancements to improve service delivery</li> </ul> <p><strong>Skills &amp; Experience</strong></p> <p><strong>Essential Skills</strong></p> <ul> <li>Strong English, written and verbal communication skills</li> <li>Ability to ask effective questions to understand student needs</li> <li>Confident using digital systems and platforms (e.g. CRM, ticketing tools, MS Office)</li> <li>Professional and friendly communication style</li> <li>Strong attention to detail and accuracy</li> <li>Ability to manage workload, prioritize tasks, and meet deadlines</li> <li>Resilient and able to handle challenging situations or complaints</li> <li>A proactive, self-motivated approach with a strong team mindset</li> </ul> <p>&nbsp;</p> <p><strong>Desirable Experience</strong></p> <ul> <li>Experience in a customer-facing support or service role</li> <li>Background in education, financial services, or other regulated environments</li> <li>Experience working in a fast-paced, high-volume support environment</li> <li>Demonstrated commitment to delivering an excellent customer experience<br><br></li> </ul> <p><strong>What We’re Looking For</strong></p> <ul> <li>A passion for helping customers succeed — whether they're students, businesses, or individual clients</li> <li>Someone who takes ownership and follows through on commitments</li> <li>A confident communicator who is not afraid to speak up or suggest improvements</li> <li>A positive, adaptable individual who thrives in a team environment</li> </ul> <p>&nbsp;</p> <p><strong>About Convera</strong></p> <p>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.</p> <p>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.</p> <p>&nbsp;</p> <p><strong>What We Offer</strong></p> <ul> <li>Competitive salary and annual bonus opportunities</li> <li>Career development in a global organization</li> <li>Flexible working approach</li> <li>A supportive and inclusive team environment</li> </ul> <p>&nbsp;</p> <p><strong>Ready to Apply?</strong></p> <p>If you’re ready to build a rewarding career helping students succeed while delivering exceptional support, we’d love to hear from you.</p> <p>#LI-<span class="fui-StyledText ___1xnbqye ftuyjzj f19n0e5 figsok6 f1w7gpdv" data-tid="highlighted">AM1</span></p>