Student Success Care Services

Summary

Join OffSec's Student Success Care Services (SSCS) Support team as a full-time, salaried employee providing exceptional care and support to learners via email. This role involves addressing general and non-technical inquiries, proctoring exams (when primary duties allow), and working shifts including evenings and weekends. You will guide learners, resolve issues, maintain records, and contribute to a positive learning experience. The position requires strong customer service, analytical, and problem-solving skills, along with experience in a customer service role, preferably remote. This work-from-home position demands excellent communication, multitasking, and teamwork skills.

Requirements

• Proficiency in reading, writing, and comprehending English
• Excellent interpersonal and customer service skills, with the ability to engage effectively with diverse groups
• Strong attention to detail, coupled with exceptional analytical and investigative skills
• Ability to work independently in a fast-paced, high-pressure environment
• Outstanding multitasking and prioritization abilities to manage competing demands efficiently
• Demonstrated commitment to teamwork and collaboration, particularly in a remote working environment
• Basic knowledge of IT concepts and tools, with the ability to troubleshoot common technical issues
• 2 years of experience in Customer Service Industry (Email and Chat)
• Prior experience working remotely
• Experience working with customer service ticket system

Responsibilities

• Deliver exceptional care and support to Learners and prospective Learners, fostering their success in achieving their learning goals
• Proactively address Learner concerns by making thoughtful suggestions and taking appropriate actions to resolve issues effectively
• Direct Learners to appropriate company resources, ensuring they have access to relevant tools, policies, and support services
• Assist with the general orientation of new Learners, providing guidance on company policies, processes, and available resources
• Review, interpret, and evaluate Learner data and metrics to identify at-risk Learners and provide tailored advice and interventions
• Encourage and guide Learners to build accountability for their decisions and understand the impact of their actions on their academic success
• Maintain accurate and thorough records of Learner interactions and relevant data as required
• Ensure Learner registrations are accurate and comply with company standards, including proper documentation
• Process and manage Learner information update requests via email
• Handle all tasks related to scheduling exams and providing exam-related information
• Sort, prioritize, and respond to general information inquiries and requests
• Address inquiries related to certifications, course updates, and course management
• Provide detailed responses to product-related inquiries
• Perform routine administrative tasks and provide additional support as directed
• Process and resolve refund requests in compliance with company policies and guidelines
• Handle cases involving banned accounts and tip-offs related to Violations of Academic Policies (VAP)
• Provide top-notch support to premium customers, including enterprise clients, ensuring high-quality service and resolution
• Address and resolve advanced tickets involving complex issues, technical bugs, or system errors
• Monitor and identify recurring or new issues across multiple tickets (e.g., 4-5 similar cases) and escalate to the Team Lead for further action
• Actively seek and contribute to implementing both proactive and reactive solutions to minimize the occurrence of potential problems
• Take on additional duties as assigned, contributing to the team’s overall success and operational excellence

Preferred Qualifications

Having a backup internet connection

Benefits

• This is a full-time salaried position
• This job is a work-from-home setup