Job Title
Support & Solutions RepresentativeJob Description
For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.
The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.
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.
Training Schedule: Monday - Friday 9:00 AM - 6:00 PM EST
Work Schedule Post Training: Tuesday -Saturday 3:00 PM -12:00 AM EST,
Sunday -Thursday 3:00 PM -12:00 AM, or Sunday-Wednesday & Saturday - 3:00 PM-12:00 AM EST
Please note, 2nd & 3rd shift (past 11pm) receives a .75 hourly increase. Shift differential would apply to the entire duration of that evening's scheduled shift.
Key Job Responsibilities:
- 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
Minimum 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.
We offer a competitive benefits package including:
Remote work providing 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
Competitive health benefits and new hire eligibility starts 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
And so much more!
#LI-NMB
#LI-Remote
For full-time positions, Kaplan has two Salary Grades, this position is Salary Grade A: $31,200 to $78,600. Actual compensation for this role is determined by several factors including but not limited to job level, candidate's skills, experience, and education, among other factors determined by the business.
Location
Remote/Nationwide, USAAdditional Locations
Employee Type
EmployeeJob Functional Area
Technical Support/Customer ServiceBusiness Unit
00091 Kaplan Higher EDAt Kaplan, we recognize the importance of attracting and retaining top talent to drive our success in a competitive market. Our salary structure and compensation philosophy reflect the value we place on the experience, education, and skills that our employees bring to the organization, taking into consideration labor market trends and total rewards. All positions with Kaplan are paid at least $15 per hour or $31,200 per year for full-time positions. Additionally, certain positions are bonus or commission-eligible. And we have a comprehensive benefits package, learn more about our benefits here.
Diversity & Inclusion Statement:
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. Learn more about our culture here.
Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.
Kaplan is a drug-free workplace and complies with applicable laws.
