Academic Guidance Professional

7 days ago

Sorsogon, Bicol, Philippines beBeeLearnerSupport Full time ₱3,200,000 - ₱4,000,000
Learning Support Specialist

The Learning Support Team is dedicated to providing learner-centered support through a variety of channels.

This role may evolve to include additional responsibilities as business needs develop. When utilization of its primary function is low, this position will also assist with proctoring tasks.

Key Responsibilities:

  • Deliver exceptional support and guidance to 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 relevant resources, ensuring they have access to necessary tools, policies, and support services.
  • Assist with the general orientation of new learners, providing guidance on company 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.
  • Work Levels:
  • Work Level 1 Ensure learner registrations are accurate and comply with 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, 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 and escalate to the Team Lead for further action.
  • Actively seek and contribute to implementing both proactive and reactive solutions to minimize potential problems.
  • Take on additional duties as assigned, contributing to the team's overall success and operational excellence.

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