Customer Support Associate

Convera is seeking a Customer Support Associate to join our Education team. In this role, you will provide high-quality support to our education clients, including universities and other educational institutions, helping them manage queries relating to student payments and associated services. You will work closely with internal teams, including Sales, Operations, Payments, and Compliance, acting as a key point of contact to ensure client and student queries are handled efficiently and professionally.

Your responsibilities will include supporting the administration and investigation of student payment transactions, responding to pre- and post-payment queries, liaising with internal teams and external partners to resolve payment issues, and supporting day-to-day operational and administrative activities. You will develop a strong understanding of the education payment journey, including transaction processes, payment investigations, refunds, risk and compliance requirements, and Convera's policies and procedures. You will use this knowledge to provide clear, accurate, and timely support to our education clients and their students, while delivering a positive customer experience. The successful candidate will be customer-focused, organised, and confident communicating with both clients and internal stakeholders, with the ability to manage multiple queries and priorities in a fast-paced environment.