[Hiring] Support & Solutions Representative @Kaplan

Role Description

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.

• 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 the 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.

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.

Benefits

• 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.

Company Description

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.