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 ensuring a positive learning experience. You will respond to student inquiries, resolve issues, and utilize various tools and resources. The ideal candidate possesses 4-5 years of client-facing experience, excellent communication skills, and a passion for helping students succeed. StraighterLine offers a supportive and collaborative work environment with generous benefits, including paid time off, comprehensive insurance, and a 401k 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 customer
• Exceptionally organized and able to prioritize around shifting needs
• Excellent written and verbal interpersonal communication skills
• Extremely patient, an active listener with 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

• Provide a high level of customer service and professionalism
• Ensure students are successful in meeting their academic goals
• Ensure students have a “one of a kind” top-notch positive experience
• Work in a call center/performance-driven environment
• Must be able to sit for extended periods of time (scheduled shifts w/breaks and lunch) answering calls assisting students handling incoming interactions via phone, chat, email and help desk support tickets
• Actively listen to student concerns and challenges in order 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 function to the best of their 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 strongly preferred
• Prior online education experience preferred

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