Student Support Specialist

Encoura; United States; A distancia; USD 42.000 - 62.000; Jornada completa

Descripción de la vacante

Encoura is seeking a dedicated support agent to assist students, faculty, and staff in a fast-paced call center. You will learn and use Amazon Connect and Connect Assistant to resolve inquiries with empathy and precision.

In this role, you will handle high volumes of calls, follow structured call flows, document interactions, and collaborate with teammates on escalations to ensure exceptional service for schools and institutions.

Formación

• Communicate clearly with empathy and active listening in a fast-paced environment.
• Thrive in changing workflows while following defined processes.
• Require a quiet home workspace and reliable internet for virtual collaboration.

Responsabilidades

• Support students, faculty, and staff in a fast-paced call center environment.
• Learn industry‑leading technology like Amazon Connect and Connect Assistant.
• Apply communication, problem-solving, and technical skills in a mission-driven setting.
• Handle a high volume of inbound calls while managing multiple tasks efficiently.
• Resolve customer issues using AWS tools and follow defined call flows.
• Document interactions and collaborate with teammates on escalations.

Conocimientos

Empathy & active listening

Clear communication

Problem-solving

Team collaboration

Educación

High school diploma or GED

Herramientas

Amazon Connect

Connect Assistant

Descripción del empleo

Encoura is seeking a dedicated support agent to assist students, faculty, and staff in a fast-paced call center. You will learn and use Amazon Connect and Connect Assistant to resolve inquiries with empathy and precision.

In this role, you will handle high volumes of calls, follow structured call flows, document interactions, and collaborate with teammates on escalations to ensure exceptional service for schools and institutions.