Support & Solutions Representative

📋 Description

• • Kaplan, a distinguished leader in education and professional advancement for over 80 years, is seeking a dedicated Support & Solutions Representative to join our dynamic, remote team. As a company at the forefront of educational technology, we foster a culture of collaboration, innovation, and creativity, striving to deliver an unparalleled educational experience and making Kaplan an exceptional place to work.
• • In this pivotal role, you will be the primary point of contact for students and faculty, addressing their inquiries and resolving issues within our fast-paced call and web-based operations center. Your responsibilities will extend to participating in the day-to-day administrative operations, managing technical and non-technical service requests for Purdue Global (PG) students and faculty, ensuring a seamless and supportive educational journey.
• • We are currently looking to fill specific schedules to meet the needs of our operations: Tuesday - Saturday, from 3:00 PM to 12:00 AM ET, and Sunday - Thursday, also from 3:00 PM to 12:00 AM ET. These shifts are crucial for providing continuous support to our diverse student and faculty population.
• • Your core responsibilities will include receiving and resolving a wide range of student and faculty inquiries through both phone and web channels. This involves educating users on and troubleshooting technical support issues, such as login problems (username/password), software glitches, and hardware malfunctions. You will also provide general assistance with the University's platform tools, ensuring users can effectively navigate and utilize our educational resources.
• • A key aspect of this role is the ability to identify, troubleshoot, and meticulously document incidents. You will be responsible for retrieving pertinent information for logging, tracking, and escalating issues to higher levels within the technology department, ensuring thoroughness and accuracy in all documentation.
• • You will be tasked with completing detailed summary forms for escalated issues, providing clear and concise information to facilitate swift resolution by specialized teams. Meeting assigned productivity goals is essential, including targets for the number of contacts handled per hour, overall caller satisfaction ratings, and first-call resolution rates, all contributing to the efficiency and effectiveness of our support operations.
• • This role also involves solving multiple issues per call, requiring you to probe effectively to understand the root cause of problems and prevent the need for subsequent calls from students and faculty. Your proactive approach will enhance user experience and operational efficiency.
• • You will extend your support to various internal departments, including Admissions, Education Advising, Financial Aid, Career Services, and Student Relations, acting as a central point of contact for their operational needs and inquiries. This cross-functional support is vital to the integrated functioning of our educational services.
• • The Support & Solutions Representative will handle inquiries across multiple communication platforms, including phone, chat, and email, adapting your communication style to best suit each medium and the needs of the individual.
• • Beyond these core duties, you will undertake various other tasks as assigned by the Technical Support Manager, Supervisor, Team Leads, or other senior personnel, demonstrating flexibility and a willingness to contribute to the team's overall success.
• • This role is ideal for individuals who are passionate about education, possess strong problem-solving skills, and excel in customer-facing environments. Your contributions will directly impact the success and satisfaction of our students and faculty, reinforcing Kaplan's commitment to excellence in education.