Student Support Specialist

Job Description

Goals of the Position:

Provide a high level of customer service and professionalism

Ensure students are successful in meeting their academic goals

Ensure students have a “one of a kind” top-notch positive experience 

To accomplish these goals, the best candidates will be able to:

Work in a call center/performance-driven environment

Must be able to sit for extended periods of time (scheduled shifts w/breaks and lunch) answering calls assisting students handling incoming interactions via phone, chat, email and help desk support tickets

Actively listen to student concerns and challenges in order to efficiently identify, mitigate and provide solutions

Work independently to follow documented processes and procedures when working to solve student issues/concerns

Meet and/or exceed individual and team performance metrics designed to ensure all goals are achieved

Work with multiple software platforms to perform job function to the best of their ability

Provide prompt attention to work shift arrival, and adherence to attendance policies 

Create a positive and seamless student experience at all times

Exemplify a positive caring attitude with a strong work ethic 

Required Skills, Education & Experience:

Minimum 4-5 years of experience in a client facing or customer service role

Bachelor’s degree strongly preferred

Prior online education experience preferred  

Proficient and strong analytical skills with attention to detail

Possess empathy and passion for the student as customer

Exceptionally organized and able to prioritize around shifting needs

Excellent written and verbal interpersonal communication skills

Extremely patient, an active listener with high degree of attention to detail

Possess excellent time management, multi-tasking and organization skills

Positive disposition to ensure a pleasant experience with colleagues throughout the day