upGrad is India’s largest online higher education platform. We provide industry-relevant online programs in data science, machine learning, technology, management, and law to college students, working professionals, and enterprises.
Intern
About the job
**Job Summary:**
We are looking for a Support Associate – Intern who will be responsible for delivering exceptional customer support while also assisting in Freshdesk reporting, analytics, and automations. This role requires a strong customer service orientation, technical aptitude, and the ability to analyze data to improve support processes.
**Key Responsibilities:**
**Customer Support:
– Respond promptly to customer inquiries via Fresh desk ticketing system, email, and phone.
– Handle customer complaints and provide appropriate solutions in a timely manner. – Ensure high levels of customer satisfaction through effective communication and
follow-up.
**Freshdesk Reporting:
– Generate and analyze reports using Freshdesk to track key support metrics such as response times, resolution rates, and customer satisfaction scores.
– Identify trends and patterns in support issues to improve service delivery.
– Prepare regular reports for management highlighting performance metrics and insights.
**Automations:
– Design and implement workflow automations within Freshdesk to streamline support processes.
– Create and maintain automated responses, triggers, and rules to improve efficiency and response times.
– Continuously optimize automations to align with evolving business needs and customer expectations.
Project Specialist
About the job
About the Role: Program Associate
- Managing the end-to-end accountability of program operation activities on a day-to-day basis.
- To be successful as a Program Associate, you will need to be able to work on tight deadlines.
Roles & Responsibilities:
- Monitoring the progress and effectiveness of educational programs through data collection, analysis, and evaluation. Identifying areas for improvement and making recommendations for program enhancements.
- Manage day-to-day operations for program operation delivery consisting of planning, executing mentoring, and stakeholder management.
- Deliver projects and products within budget, timeline, and resource constraints.
- Coordinating with cross-discipline team members to make sure that all stakeholders are on track with project requirements, deadlines, and schedules.
- Preparing status/weekly reports by gathering, analyzing, and summarizing relevant
information.
- Work with multiple teams to improve the learning experience by providing backend support in terms of data and cohort progress.
- Apply knowledge and experience along with the analytical approach to diagnose and resolve issues in unique and complex customer environments.
- Vendor Management: Connect with the Teaching Assistant/SMEs & outsourced vendors for service requirements and invoicing.
Skills Required:
Project Management: Strong project management skills to plan, organize, and coordinate educational programs effectively. This involves setting goals, creating timelines, managing resources, and tracking progress to ensure that programs are delivered on time and within budget.
Communication Skills: Excellent written and verbal communication skills are essential for interacting with stakeholders, explaining complex concepts, and presenting ideas effectively. This includes the ability to write clear and concise documentation, reports, and instructional materials.
Collaboration and Teamwork: Ability to work collaboratively with cross-functional teams, including educators, instructional designers, technologists, and administrators. This involves being open to feedback, sharing ideas, and resolving conflicts constructively to achieve common goals.
Analytical and Problem-Solving Skills: Strong analytical skills to assess educational needs, evaluate program effectiveness, and identify areas for improvement. This includes data analysis, critical thinking, and problem-solving skills to address challenges and make informed decisions.
Tech Savviness: Comfort and proficiency with technology, including proficiency in using computers, software applications, and online platforms. This also involves adaptability to learn new tools and technologies as they emerge in the rapidly evolving field of EdTech.
Tech skills: MS Excel, Google sheet (Must), MS Office
Qualification: BE/B.Tech or graduation with relevant experience
Years of Exp – 0-3
Customer success Associate
About the job
What You Would Be Doing
Resolve day to day queries from learners & ensure SLA’s are met
Actively mentor learners
Communicate with learners on weekly milestones via email, whatsapp or phone call
Review your student engagement data and modify your mentor-ship plan to ensure program completion
Should be competent to handle multiple learners and help them identify their key strengths
Skills Required
Should have strong active listening skill
Should have strong English proficiency
High customer centricity is a must in order to understand student expectations and support them to achieve their goals
Qualification
Graduate
Senior Content Writer (Team Lead)
About the job
Job Title:- Manager I – Content
Job Type:- Full-Time
Job Summary:- We are seeking a passionate and experienced Team Leader for our Content Writing team. The ideal candidate will have a proven track record in content creation and management, strong leadership skills, and good understanding of Content SEO. You will oversee a team of writers, ensuring high-quality content production that aligns with an aim to increase organic traffic.
Key Responsibilities:- 1. Team Leadership a. Manage and mentor a team of content writers, providing guidance and support to enhance their skills b. Ensure weekly/monthly targets are achieved by individual members as well as of the team for content creations/updations c. Motivate team members to achieve their individual and collective team goals d. Control attrition and foster an environment that is biased towards top performers e. Create weekly/monthly dashboards of pages created/updated 2. Content Strategy a. Develop strategies to increase traffic within the scope of work assigned b. Ensure proper prioritization of tasks/pages and create a plan for optimum update frequency c. Whenever and wherever applicable, tweak strategy as per Page Performance 3. Content Creation a. Create content for blogs and product pages b. Ensure weekly/monthly targets are achieved in terms of number of creations and updations c. Ensure the content is perfectly optimized for both the end user and SEO 4. Quality Control a. Review and audit content for ‘Comprehensiveness of Information Coverage, ‘Accuracy’, ‘Grammar; and ‘SEO’ b. Provide weekly feedbacks and ensure the team comes up the learning curve in the shortest possible time c. Share weekly/monthly dashboard of the quality performance of each team member and create improvement plan on a monthly basis 5. Performance Tracking a. Analyze page performance on Google Search Console and Google Analytics and share the same on a weekly/monthly basis b. Create comprehensive/actionable improvement plan based on the above and share the same with the team and management
Qualifications & Eligibility Criteria:- a. Bachelors/Masters degree in Journalism, Mass Communication, English Hons. or related fields b. The candidate should at least 4 years’ of experience as a Content Writer and min. 2 years’ of experience as a Content Team Lead c. Candidates should have at least 2 years of experience in higher education domain, preferably in the StudyAbroad domain d. Candidates with good understanding of SEO will be preferre
