Operations Intern

About Testbook -

The fastest rising startup in the EdTech space, focussed on Engineering and Government Job Exams and with an eye to capture UPSC, PSC and international exams.Testbook is poised to revolutionize the industry. With a registered user base of over 3.2 Crore students, more than 450 crore questions solved on the WebApp and a knockout Android App, Testbook has raced to the front and is ideally placed to capture bigger markets.

Testbook is the perfect incubator for talent. You come, you learn, you conquer. You train under the best mentors and become an expert in your field in your own right. That being said, the flexibility in the projects you choose, how and when you work on them, what you want to add to them is respected in this startup. You are the sole master of your work.

The IIT pedigree of the co-founders has attracted some of the brightest minds in the country to Testbook. A team that is quickly swelling in ranks, it now stands at 500+ in-house employees and hundreds of remote interns and freelancers. And the number is rocketing weekly. Now is the time to join the force.

ob Roles & Responsibilities:

• User Query Management: Handle and resolve user queries related to their purchased super coaching, exam syllabus, live classes, and study materials across various platforms (e.g., Intercom chats, onboarding calls, etc.).
• Customer Success: Ensure high levels of user satisfaction (CSAT) by providing accurate and timely resolutions to user queries.
• Onboarding Support: Onboard new users, ensuring they are well-informed about their purchased super coaching, and address any queries they may have.
• Timely Response & Resolution: Maintain and improve TAT (Turnaround Time) for queries and calls. Ensure timely first responses and resolutions for user queries.
• Data Management & Reporting: Maintain accurate records of all user interactions and activities in Google Sheets, tracking work progress, and providing insights for continuous improvement.
• Book Logistics Support: Handle book-related queries, track issues, and aim to reduce book-related problems while ensuring prompt response times.
• Content Typing: Efficiently type content from PDFs, Docs, and Images into the LMS, ensuring accuracy and speed (50+ words per minute typing speed).
• Quality Monitoring: Ensure content quality, monitor feedback, and report on performance metrics for process optimization.

Candidates Should Have:

• Must have appeared in any government exams.
• Must be based in Noida.
• Strong analytical skills and understanding of government exams and user requirements.
• Proficient in Google Sheets, with advanced knowledge of spreadsheet functions.
• Basic understanding of CRM tools.
• Positive attitude, strong communication skills, and the ability to work collaboratively.
• Strong technical thinking and problem-solving skills.