Support & Solutions Representative

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

Job Title Support & Solutions Representative Job Description For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work. The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

Support and Solutions Representatives receive and resolve student and faculty inquiries in our fast paced call- and web-based operations center. They also participate in the day-to-day administrative operations of handling technical and non-technical service requests from Purdue Global (PG) students and faculty. The work schedule is Tuesday - Saturday 3:00 pm - 12:00 am ET.

Key Job 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
• Various other duties as assigned by Technical Support Manager, Supervisor, Team Leads, or other senior personnel.
• Solving multiple issues per call.
• Probing to prevent need for further calls from students and faculty.
• Provide support for multiple internal departments including Admissions, Education Advising, Financial Aid, Career Services, Student Relations, etc.
• Handle inquiries via phone, chat, and email

Minimum 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.

Beyond base salary, our comprehensive total rewards package includes:

• Remote work provides a flexible work/life balance
• Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure)
• Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
• Comprehensive health benefits new hire eligibility starts on day 1 of employment
• Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities

We are committed to providing a supportive and rewarding work environment where every employee can thrive. You can learn more about our full benefits package and total rewards philosophy here. At Kaplan, we believe in attracting, rewarding, and retaining exceptional talent. Our compensation philosophy is designed to be competitive within the market, reflecting the value we place on the skills, experience, and contributions of our employees, while taking into account labor market trends and total rewards. For full-time positions, Kaplan has three salary grades. This position is Salary Grade A: $31,200 to $78,647. The specific compensation offered will be determined by a variety of factors, including but not limited to the candidate's qualifications, relevant experience, education, skills, and market data.

We are an equal opportunity employer and comply with all applicable federal and state wage laws.

Location Remote/Nationwide, USA Additional Locations Employee Type Employee Job Functional Area Technical Support/Customer Service Business Unit 00079 Kaplan Professional Diversity & Inclusion Statement:

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information. Kaplan is a drug-free workplace and complies with applicable laws.

Kaplan, Inc. is a global educational services company, with about 10,000 employees and operations in 26 countries. We serve 1.2 million students each year and partner with about 4,000 educational institutions and 13,000 corporations across the world. Kaplan is the largest subsidiary of Graham Holdings Company (NYSE: GHC). Across its 85-year history, first as a pioneer of the test prep industry, then as an early online education leader, and now as a global education provider, Kaplan has been recognized for expanding educational access and improving student outcomes through innovative uses of technology, instructional design, and learning science. We’ve been recognized as a Top Workplace for Innovators and Brands That Matter (Fast Company); and as one of America’s Top 100 employers (Forbes). Kaplan’s US-based businesses provide individuals, educational institutions, businesses and governments a broad array of services, supporting our students and partners to meet their diverse and evolving needs throughout their professional journeys. Among the services provided are test preparation, coaching and advising, performance training, industry credentialing, and university support services, online enablement, analytics, and marketing.

The test preparation and professional products are offered in the market under our brand names such as Kaplan, Kaplan Financial Education, Kaplan Schweser, PPI, College for Financial Planning, and Manhattan Prep. Headquartered in Fort Lauderdale, FL, employees who support Kaplan’s North America division work primarily remotely across the US and in our corporate campus in Bengaluru, India. California Worker Privacy Statement Questions? Please contact us at [e-mail].