Student Support Officer (Reports Analyst)

Get My Course; United States; Remote; USD 11,000 - 12,000; Full time

Job summary

Get My Course is seeking a Student Support Manager to ensure the success of online course students from enrollment through completion. You will be the main contact for inquiries, guiding learners with course content, deadlines, and technical issues in a professional, empathetic manner.

Remote role requiring collaboration with faculty and technical teams to resolve problems, monitor progress, and drive retention. Strong communication and LMS experience are essential for success.

Qualifications

• Experience in a student support or customer service role, ideally in online education.
• Strong communication skills, written and verbal.
• Able to empathize with students and offer clear solutions.
• Proficient with online learning platforms and CRM systems.

Responsibilities

• Serve as the primary point of contact for online students via email, chat, and other channels.
• Provide personalized support for questions on course content, deadlines, or technical issues.
• Assist enrollment and onboarding of prospective students.
• Guide new students through course navigation, materials and setup.
• Coordinate with technical support and faculty to resolve student issues.
• Monitor progress and proactively engage students to boost retention.
• Prepare reports on satisfaction and progress for senior management.

Skills

Communication skills

Empathy

CRM systems

Online learning platforms

Organizational skills

Problem-solving

Tools

CRM systems

Student management tools

Learning platforms

Job description

This is a remote position. Job Title: Student Support Manager (Online Course Students) Location: Remote Reports to: Operations Manager

Job Overview:

The Student Support Manager plays a crucial role in ensuring the success and satisfaction of our online course students. This position is responsible for providing comprehensive support to students throughout their academic journey, from enrollment through to course completion. The Manager will be a key point of contact for students, offering guidance, answering questions, and resolving issues in a timely and professional manner.

Key Responsibilities:

• Serve as the primary point of contact for online students, responding to inquiries via email, chat, and other communication channels.
• Provide personalized support for students with questions regarding course content, deadlines, or technical issues.
• Maintain a student-friendly environment, ensuring all interactions are positive, empathetic, and professional.
• Assist prospective students with the enrollment process, ensuring a smooth transition into the course environment.
• Guide new students through course navigation, materials, and any required setup to ensure they are ready to start.
• Address and resolve any issues or concerns raised by students, including academic, technical, or administrative problems.
• Coordinate with the technical support team or faculty to troubleshoot and resolve complex student issues.
• Monitor student progress throughout the course and provide proactive outreach to ensure students remain engaged.
• Develop and execute strategies to improve student retention and overall course satisfaction.
• Foster a sense of community and belonging among online learners by encouraging participation in course discussions and events.
• Gather and analyze student feedback to identify areas for improvement in the course or support services.
• Provide feedback to the Course Development Team to improve course content, structure, or delivery based on student needs.
• Maintain accurate records of student interactions and issues in the student support database.
• Prepare regular reports on student satisfaction, progress, and areas of concern for senior management.
• Work closely with faculty, technical support, and other departments to ensure a seamless student experience.
• Stay up-to-date with course updates, changes, and new resources to provide accurate information to students.

Qualifications:

• Previous experience in a student support or customer service role, ideally within an online education environment.
• Strong communication skills, both written and verbal.
• Ability to empathize with students and provide clear, constructive solutions.
• Proficient in using online learning platforms, CRM systems, and other student management tools.
• Strong problem-solving skills and the ability to work independently.
• Excellent organizational skills and the ability to manage multiple tasks simultaneously.

Preferred:

• Experience in the e-learning or higher education industry.
• Familiarity with student retention strategies and engagement tools.
• Experience with data analysis and reporting.

Working Hours:

This position requires flexibility to accommodate students in different time zones, including occasional evenings or weekends.

6:35 Lj Diaz 60,000-65,000Base + comms & Incentives Total-$Upto 80,000PHP