Associate Learner Support Representative (Saturday-Wednesday shift)

📋 Description

• • Assist new and prospective students with navigating the Sophia Learning platform, including account creation, profile management, and membership setup.
• • Guide students through course enrollment processes and provide step-by-step instructions for accessing and utilizing platform resources.
• • Explain the functionality and features of the Sophia platform to ensure students understand how to use tools effectively for their learning needs.
• • Resolve basic technical issues such as login failures, password resets, account recovery, browser compatibility problems, and cache/history clearing.
• • Troubleshoot common device-related issues students encounter while accessing the platform, including smart device and computer connectivity concerns.
• • Identify and escalate complex or unresolved issues to internal teams including administrators, academic instructors, or grading departments.
• • Serve as a liaison between students and internal support teams to ensure timely and accurate resolution of inquiries.
• • Communicate accurate policy information clearly and empathetically through both written and oral channels to students and team members.
• • Maintain efficient workflow adherence by managing conversation time effectively, staying on schedule for assigned shifts, and prioritizing tasks in a fast-paced environment.
• • Demonstrate reliability and productivity in a remote work setting with consistent attendance and timely response to student inquiries.
• • Utilize third-party tools including Microsoft Office Suite, Zendesk, and Labster to manage support tickets, document interactions, and resolve student issues.
• • Maintain a high standard of customer service by actively listening to student concerns and providing solutions that enhance their learning experience.
• • Collaborate with fellow team members to share knowledge, resolve challenging cases, and improve overall support processes.
• • Ensure compliance with company protocols and data privacy standards when handling student information and support requests.
• • Adapt to evolving platform updates and policy changes by staying informed and applying new knowledge to student interactions.
• • Support a diverse student population with patience, cultural awareness, and a commitment to inclusive communication.
• • Maintain accurate records of student interactions and support outcomes in designated systems to ensure continuity and accountability.
• • Contribute to a positive, collaborative team culture by participating in training, feedback sessions, and team meetings as required.