Remote Support & Solutions Specialist

Kaplan, Inc.; Northern (KY); Hybrid; USD 31,000 - 79,000; Full time

Benefits offered by this job

Remote work

Tuition assistance

Health benefits

Paid time off

Job summary

Kaplan, Inc. is hiring a Support & Solutions Representative for remote nationwide work in the United States. The role focuses on handling student and faculty inquiries in a fast-paced call- and web-based operations center and providing technical and non-technical support as needed.

The position includes a schedule Tuesday–Saturday 3:00 pm–12:00 am ET, with a broad benefits package including remote work flexibility, retirement contributions, tuition assistance, health benefits, and generous PTO.

Qualifications

• High School Diploma.
• 1+ years' related experience.
• Experience in inbound technical support.
• Ability to use Microsoft Office, Windows OS, Browsers; learn other apps as needed.
• Strong customer service skills.

Responsibilities

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

Skills

Customer service

Technical support

Communication

Problem solving

Education

High School Diploma

Tools

Microsoft Office

Windows OS

Web browsers

Job description

Kaplan, Inc. is hiring a Support & Solutions Representative for remote nationwide work in the United States. The role focuses on handling student and faculty inquiries in a fast-paced call- and web-based operations center and providing technical and non-technical support as needed.

The position includes a schedule Tuesday–Saturday 3:00 pm–12:00 am ET, with a broad benefits package including remote work flexibility, retirement contributions, tuition assistance, health benefits, and generous PTO.