[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 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.