Remote Student Support & Tech Solutions Specialist

Kaplan International; Town of Florida (NY); Hybrid; USD 31,000 - 79,000; Full time

Benefits offered by this job

Remote work

Retirement plan

Tuition assistance

Health benefits

Paid time off

Job summary

Kaplan, Inc. is seeking a Support & Solutions Representative to handle student and faculty inquiries in a fast-paced call- and web-based operations center for Purdue Global. The role supports students and faculty, and the work schedule is Tuesday to Saturday, 3:00 pm to 12:00 am ET.

This position offers remote nationwide work with a salary grade A of $31,200 to $78,647, plus a comprehensive benefits package, tuition assistance, health benefits, and generous paid time off.

Qualifications

• High School Diploma
• 1+ years' related experience
• Experience in an inbound technical support environment.
• Ability to use Microsoft Office programs, Windows OS, Browsers and to learn other business related applications as needed.
• Strong customer service skills.
• Ability to communicate accurate technical information and solutions through various media to a range of customers and resolve issues on the first contact.

Responsibilities

• Receive and resolve student and faculty inquiries in our fast paced call and web-based operations center.
• Educate and troubleshoot technical support issues such as username/password, software, hardware, and provide general assistance with the University's platform tools.
• Identify and troubleshoot incidents, then document and retrieve pertinent information for logging, tracking and further escalation.
• Complete detailed summary forms of issues being escalated to higher levels in the technology department.
• Meet assigned productivity goals such as number of contacts per hour, caller satisfaction and first call resolution of incidents
• Handle inquiries via phone, chat, and email.

Job description

Kaplan, Inc. is seeking a Support & Solutions Representative to handle student and faculty inquiries in a fast-paced call- and web-based operations center for Purdue Global. The role supports students and faculty, and the work schedule is Tuesday to Saturday, 3:00 pm to 12:00 am ET.

This position offers remote nationwide work with a salary grade A of $31,200 to $78,647, plus a comprehensive benefits package, tuition assistance, health benefits, and generous paid time off.