Technical (Customer Support) Support BAHRIA TOWN

Technical Support (Customer Support) – Student Management Department

Position Summary

We are seeking a motivated and technically capable Technical Support Executive to manage student inquiries, coordinate with different departments, and ensure smooth daily operations within the Student Management Department. This role serves as the connection between students, academic teams, and internal departments, ensuring all concerns are properly understood, recorded, and resolved efficiently.

Key Responsibilities1. Student Support & Query Management

Address student inquiries via WhatsApp, email, phone calls, and the LMS/portal.

Resolve technical concerns related to logins, course access, assignments, dashboards, and application usage.

Guide students step-by-step in resolving basic technical problems.

Forward complex issues to the appropriate department when necessary.

2. Coordination & Internal Communication

Serve as the communication channel between Student Management, Academic, IT, and Operations teams.

Monitor ongoing cases and follow up until resolution.

Ensure timely updates are shared with both students and relevant staff.

Keep organized records of all resolved and pending matters.

3. LMS / Portal / Dashboard Assistance

Support students in navigating the SourceCode LMS effectively.

Work with the IT team to report bugs, suggest improvements, and address performance concerns.

Identify recurring portal issues and compile weekly summaries.

4. Data Handling & Record Management

Maintain detailed daily records of student concerns, solutions provided, and follow-ups.

Update attendance, enrollment data, performance reports, and system notifications as required.

Perform routine checks to ensure data accuracy and updated records.

5. Operational Assistance

Assist in onboarding new students, including account setup and orientation support.

Help coordinate departmental tasks such as meetings, reminders, and workflow alignment.

Support the implementation of new SOPs, system changes, and support procedures.

Client Retention:

Support initiatives aimed at improving student satisfaction and retention.

Quality Assurance:

Assist the Quality Assurance team in monitoring service quality and identifying improvement areas.

Skills & QualificationsRequired

Excellent communication skills (clear, respectful, and responsive).

Basic technical troubleshooting abilities.

Strong time management and multitasking skills.

Solution-oriented mindset with a proactive approach.

Familiarity with LMS or CRM platforms (training will be provided).

Preferred

Previous experience in student services, customer support, or coordination roles.

Knowledge of online education platforms or academic systems.

Basic proficiency in Excel or Google Sheets.

What We Offer

Supportive Work Culture:

Collaborate with dedicated professionals in a positive and team-focused environment. We promote teamwork, mentorship, and shared growth.

Competitive Compensation:

Attractive salary package with performance-based incentives and industry-standard benefits. Work in a modern on-site office located in Bahria Town Phase 7 with all essential resources.

Professional Growth:

Opportunities to expand your responsibilities within a fast-growing organization. We value initiative, creativity, and leadership development.

Career Advancement:

Be part of a rapidly developing company where your efforts make a measurable impact. We encourage continuous learning through workshops, seminars, and development programs.

Job Details

Employment Type: Full-time

Location Requirement:

Rawalpindi – Must be able to reliably commute or plan to relocate before starting employment (Required)

Education:

Bachelor’s degree (Required)

Languages:

English (Required)

Urdu (Required)

Work Mode:

On-site (In person)

Salary Range:

Rs 60,000 – Rs 100,000 per month (based on experience)
(Shifts timings can be changed based on requirement)

For further details, visit:

www.sourcecode.academy

Job Type: Full-time

Work Location: In person

Job Type: Full-time

Pay: Rs60,000.00 - Rs120,000.00 per month

Application Question(s):

• Do you have any experience with online student management?
• How much experience do you have of customer support?
• How much experience do you have with LMS?
• Tell us about your experience with student Onboarding.
• What are few aspects of Customer/Client retention?
• Do you have experience in online management?

Work Location: In person