Student Success Care Services

Founded in 2007 by the creators of Kali Linux, OffSec (formerly known as Offensive Security) is the leading provider of continuous professional and workforce development, training, and education for cybersecurity practitioners. OffSec's distinct pedagogy and practical, hands-on learning help organizations fill the infosec talent gap by training their teams on today's most critical skills.

Become a part of our global presence and work from anywhere.With team members in over 40 countries, we believe in inspiring people of all backgrounds and communities. The OffSec team is composed of diverse, internationally published authors, conference speakers, and seasoned information technology professionals from both the private sector and governments worldwide.

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About the Job

The Student Success Care Services (SSCS) Supportis dedicated to addressing general and non-technical inquiries through support email. This role may evolve to include additional responsibilities as business needs develop. When utilization of its primary SSCS function is low, this position will also assist with proctoring tasks.

This is a full-time salaried position that requires shift work, including evenings and weekends. Shift hours for this role operate on a 24/7 schedule to ensure continuous support and coverage.

Duties and responsibilities

• Deliver exceptional care and support to Learners and prospective Learners, fostering their success in achieving their learning goals.
• Proactively address Learner concerns by making thoughtful suggestions and taking appropriate actions to resolve issues effectively.
• Direct Learners to appropriate company resources, ensuring they have access to relevant tools, policies, and support services.
• Assist with the general orientation of new Learners, providing guidance on company policies, processes, and available resources.
• Review, interpret, and evaluate Learner data and metrics to identify at-risk Learners and provide tailored advice and interventions.
• Encourage and guide Learners to build accountability for their decisions and understand the impact of their actions on their academic success.
• Maintain accurate and thorough records of Learner interactions and relevant data as required.
• Outlined below is the work level for delivering support:
• Work Level 1 Ensure Learner registrations are accurate and comply with company standards, including proper documentation.
• Process and manage Learner information update requests via email.
• Handle all tasks related to scheduling exams and providing exam-related information.
• Sort, prioritize, and respond to general information inquiries and requests.
• Address inquiries related to certifications, course updates, and course management.
• Provide detailed responses to product-related inquiries.
• Perform routine administrative tasks and provide additional support as directed.
• Work Level 2 Process and resolve refund requests in compliance with company policies and guidelines.
• Work Level Handle cases involving banned accounts and tip-offs related to Violations of Academic Policies (VAP).
• Provide top-notch support to premium customers, including enterprise clients, ensuring high-quality service and resolution.
• Address and resolve advanced tickets involving complex issues, technical bugs, or system errors.
• Monitor and identify recurring or new issues across multiple tickets (e.g., 4-5 similar cases) and escalate to the Team Lead for further action.
• Actively seek and contribute to implementing both proactive and reactive solutions to minimize the occurrence of potential problems.
• Take on additional duties as assigned, contributing to the team's overall success and operational excellence.

Qualifications

• Proficiency in reading, writing, and comprehending English.
• Excellent interpersonal and customer service skills, with the ability to engage effectively with diverse groups.
• Strong attention to detail, coupled with exceptional analytical and investigative skills.
• Ability to work independently in a fast-paced, high-pressure environment.
• Outstanding multitasking and prioritization abilities to manage competing demands efficiently.
• Demonstrated commitment to teamwork and collaboration, particularly in a remote working environment.
• Basic knowledge of IT concepts and tools, with the ability to troubleshoot common technical issues.
• 2 years of experience in Customer Service Industry (Email and Chat)
• Prior experience working remotely
• Experience working with customer service ticket system

Working conditions

• This job is a work-from-home setup, thus consistent internet connection with at least 100 mbps speed is required (having a backup is a plus)
• This role is a full-time salaried position with shift work required, including evenings and weekends. The shift hours will be determined by the SSCS Team Lead.

Direct reports

This position has no direct reports.

EEO

OffSec provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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