Student Support Specialist

Job Description:

This role focuses on providing top-notch support to learners, ensuring their success in achieving their goals. The ideal candidate will have excellent interpersonal and customer service skills, with the ability to engage effectively with diverse groups.

Duties and Responsibilities:

• Deliver exceptional care and support to learners, fostering their success in achieving their learning objectives.
• Proactively address learner concerns by making thoughtful suggestions and taking appropriate actions to resolve issues effectively.
• Direct learners to appropriate 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.
• 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.
• Process 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.
• Two years of experience in Customer Service Industry (Email and Chat)
• Prior experience working remotely
• Experience working with customer service ticket systems

Working Conditions:

• This job is a work-from-home setup, thus consistent internet connection with at least 100 mbps speed is required.
• This role is a full-time salaried position with shift work required, including evenings and weekends.

EEO:

The organization 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.