Student Support Specialist

Summary

Join StraighterLine, a leading provider of affordable online courses, as a Student Support Specialist! In this role, you will directly support students, providing assistance and resolving issues to ensure a positive learning experience. You will interact with students via phone, chat, email, and help desk tickets, addressing inquiries related to courses, assignments, memberships, billing, and more. Success in this position requires strong customer service skills, problem-solving abilities, and proficiency in using multiple software platforms. StraighterLine offers a supportive and collaborative work environment with excellent benefits, including generous time off, comprehensive insurance coverage, and a 401k safe harbor plan.

Requirements

• Minimum 4-5 years of experience in a client-facing or customer service role
• Proficient and strong analytical skills with attention to detail
• Possess empathy and passion for the student as a customer
• Exceptionally organized and able to prioritize around shifting needs
• Excellent written and verbal interpersonal communication skills
• Extremely patient, an active listener with a high degree of attention to detail
• Possess excellent time management, multi-tasking, and organization skills
• Positive disposition to ensure a pleasant experience with colleagues throughout the day

Responsibilities

• Directly support StraighterLine students, acting as an advocate for student-centric support and assistance
• Interact and respond to student queries and provide issue resolution
• Leverage tools and resources to strive towards excellence in higher education student support
• Navigate and utilize StraighterLine’s (SIS) Student Information Systems
• Work chats and support tickets covering topics ranging from course-related issues, course navigation, assignment submissions, memberships, billing inquiries, technical support, academic issues, and transcript requests
• Handle all interactions with student goals and priorities in mind, focusing on resolving student issues to assist them in earning transferable college credit
• Work in a call center/performance-driven environment
• Sit for extended periods of time (scheduled shifts w/breaks and lunch) answering calls, assisting students, and handling incoming interactions via phone, chat, email, and help desk support tickets
• Actively listen to student concerns and challenges to efficiently identify, mitigate, and provide solutions
• Work independently to follow documented processes and procedures when working to solve student issues/concerns
• Meet and/or exceed individual and team performance metrics designed to ensure all goals are achieved
• Work with multiple software platforms to perform job functions to the best of your ability
• Provide prompt attention to work shift arrival and adherence to attendance policies
• Create a positive and seamless student experience at all times
• Exemplify a positive, caring attitude with a strong work ethic

Preferred Qualifications

• Bachelor’s degree
• Prior online education experience

Benefits

• Generous time off policies, 13 public holidays
• Medical, Dental, and Vision Insurance Coverage (*one option full funded by StraighterLine)
• 401K Safe Harbor: StraighterLine contributes 3% of your total salary whether you contribute or not
• Six weeks paid parental leave
• Free StraighterLine courses for you and your family members