Associate Learner Support Representative

📋 Description

• • As an Associate Learner Support Representative at Strayer University, Inc., you will be at the forefront of empowering new and prospective students as they embark on their educational journey with the Sophia Learning platform.
• • This pivotal remote role is designed for empathetic and detail-oriented individuals who are passionate about providing exceptional support and ensuring a seamless learning experience for every student.
• • Your primary responsibility will be to assist students in navigating the Sophia platform, resolving basic technical and account-related issues, and effectively triaging more complex inquiries to the appropriate internal teams.
• • You will be a key point of contact, guiding students through account creation and management, including profile setup and membership details, ensuring they feel welcomed and supported from day one.
• • A significant part of your role will involve providing clear and concise guidance on course enrollment, helping students add courses to their accounts and understand how to navigate their personalized learning environment.
• • You will be instrumental in educating students on how to access and effectively utilize the wealth of resources available through the Sophia platform, fostering their independence and success.
• • A core function includes explaining the overall functionality and unique features of Sophia, ensuring that all students, regardless of their technical background, understand how the platform operates and can leverage it to its full potential.
• • You will offer comprehensive guidance on all platform tools, empowering new users to feel confident and proficient in using the system for their academic pursuits.
• • In terms of low-level troubleshooting, you will assist students in resolving common login issues by providing clear, step-by-step instructions for password resets and account recovery processes.
• • You will adeptly troubleshoot basic technical challenges, including addressing potential typing pattern issues or browser-related concerns that might impede access or functionality.
• • A practical troubleshooting skill you will employ is assisting students in clearing their browser history and cache, a common and effective method for resolving platform access problems.
• • Your role extends to expertly triaging support requests, identifying when an issue requires specialized attention and escalating it efficiently to the relevant internal departments, such as administrators, academic instructors, or grading teams.
• • You will serve as a crucial liaison between students and these internal support teams, ensuring that all student inquiries are addressed promptly, accurately, and with a focus on resolution.
• • This position demands excellent communication skills, enabling you to articulate policy information clearly and empathetically, both verbally and in writing, to learners and colleagues alike.
• • Strong problem-solving abilities are essential, allowing you to leverage available resources and collaborate with team members to address student challenges effectively.
• • You must be comfortable navigating a fast-paced, ever-changing environment, adapting quickly to new information and processes.
• • Exceptional time management skills are required to adhere to team workflows, manage conversations efficiently, and maintain punctuality and productivity in a remote setting.
• • Reliability is paramount, especially in a remote work context, and the ability to effectively manage priorities will be a key indicator of success.
• • A high degree of computer and smart device literacy is expected, along with the willingness to develop competencies with various third-party tools, including Microsoft Office Suite and Zendesk.
• • You will also be expected to assist students in troubleshooting their own device issues, further enhancing their self-sufficiency.
• • By providing this comprehensive support, you will directly contribute to student retention and satisfaction, playing a vital role in the success of Strayer University's online learning initiatives.
• • This role offers a unique opportunity to make a tangible impact on students' lives by removing barriers to their education and fostering a positive and supportive learning environment.
• • You will be part of a dedicated team committed to educational excellence and student success, working collaboratively to achieve shared goals.
• • The remote nature of this position offers flexibility and the opportunity to work from the comfort of your own home while contributing to a leading educational institution.