[Hiring] Customer Support Specialist @Straighterline

StraighterLine is a brand focused on student success in online higher education. The Customer Support Specialist is a critical member of the Support Services Team as the main point of contact for active learners navigating their journey post enrollment through course completion & credit transfer. The Specialist will facilitate the new student experience to ensure a smooth transition to college level course material, suggest engagement with our wide offering of services, and continually monitor students’ progress utilizing various coaching and support techniques.

The Specialist will support StraighterLine Learners as the advocate for providing student-centric support and assistance ensuring a positive, professional experience for all students in pursuit of their academic goals and achievements.  The Support Specialist will directly interact and respond to student queries, provide issue resolution, leverage tools, technology and resources to strive towards excellence in online higher education support.  The Support Specialists are expected to be adaptable, flexible, versatile, understanding, calm and caring while exhibiting elevated competency to navigate and utilize StraighterLine’s (SIS) Student Information Systems.  Once mastered, you will have the added opportunity to expand your ability to work chats, and support tickets that cover topics ranging from course-related issues, course navigation, assignment submissions, membership services, billing inquiries, technical support, academic related issues, transcript requests, and much more.  All interactions must be handled with student goals and priorities in mind, with a primary focus on resolving student issues to assist them on a direct pathway to earn transferable college credit.  

This role reports to the Team Lead and is a remote, full-time position. Access to stable, fast internet connection and a quiet place to work is required. This candidate should be available to work weekdays, weekends, and select holidays within ET/CT/MT/PT time zones.

The schedule planned is: