Provide positive and timely customer support for course access, payment deadlines, and overall student satisfaction.
Provide technical support for software, procedures, and password resets via telephone, email, and chat.
Maintain proactive and reactive contact strategies with individual students in areas such as goal setting, time management, and degree program success strategies:
Detect customer's technical and scholastic problems and work towards resolutions through careful reasoning.
Educate student on how to avoid future problems and serve as student's contact for status updates on reoccurrence of certain problems leading to alternate resolutions.
Formally and informally monitor student satisfaction and coordinate problem resolution.
Ability to work with instructors to identify struggling students, especially in first courses
Knowledge of company, processes, rules/regulations
Maintain knowledge of programs offered and remain current on college changes and new programs offered.
Work closely with other departmental stakeholders and college personnel (such as Program Advisors, Faculty and Department Chairs).
Demonstrate knowledge of company procedures, processes, tools and systems.
Use knowledge-base and documentation systems to document, troubleshoot, and resolve student concerns, questions, and IT problems.
Maintain knowledge and ethics reflective of FERPA regulations in higher education.
Ability to commute daily to and from the Indianapolis office
Ability to work a flexible 9 consecutive hour shift (1 hour unpaid lunch included in 9 hours)
Ability to start work day between 8:30 & 11:00 AM; Ability to end work day between 5:30 & 8 PM
Work experience/training in customer support and problem solving.
A Master’s degree with some teaching background strongly preferred.
Capable of accomplishing multiple tasks within specific periods of time.
Strong interpersonal and communication skills and the ability to communicate effectively, both orally and in writing.
Ability to work effectively with a wide range of constituencies in a diverse community.
Basic IT technical knowledge including email, systems and Windows support capabilities.
Working experience with Windows 7 / XP / Vista OS and MS Office products.
Ability to interpret, adapt, and apply policies guidelines and procedures.
Strong student-centered focus; commitment to student satisfaction and success.
Clear ability to multi-task and learn and leverage a variety of software applications, including “In Contact”.
Ability to work until the telephone cue is cleared daily
Perform various other duties as assigned by management.