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Role Description

The Associate Learner Support Representative plays a critical role in assisting prospective and new students with navigating various systems, resolving basic issues, and ensuring a smooth learning experience. This role is designed for individuals who will help in the areas of account management, course navigation, troubleshooting, and triaging with internal teams.

• Navigation Assistance:
  • Assist students in creating and managing their accounts, including profile and membership.
  • Guide students through the process of adding courses and navigating their learning environment.
  • Provide detailed support on accessing and utilizing resources available through the Sophia platform.
• General Overview Support:
  • Explain the functionality and features of Sophia, ensuring students understand how the platform works.
  • Offer guidance on platform tools, ensuring new users feel confident in using the system for their learning needs.
• Low-Level Troubleshooting:
  • Help students resolve login issues by providing step-by-step instructions for password resets and account recovery.
  • Troubleshoot basic technical issues, including addressing common typing pattern issues or browser-related concerns.
  • Assist in clearing browser history and cache as a means of resolving platform access issues.
• Triaging Support:
  • Identify and escalate more complex issues to the appropriate internal teams (administrators, academic instructors, or grading teams).
  • Act as a liaison between students and internal support teams to ensure timely and accurate resolution of any inquiries.

Qualifications

• Communication Skills: Ability to communicate effectively with learners and team members, providing accurate policy information with clear and empathic oral and written skills.
• Problem Solving: Ability to help learners with problems, leveraging available resources and navigating a fast-paced, ever-changing environment.
• Time Management: Adhere to team workflow, manage priorities effectively, and maintain reliability in a remote work environment.
• Technology: Computer/smart device literate with competencies in third-party tools including Microsoft Office, Zendesk, and Labster.

Requirements

• 1+ year of Contact Center/Admin (phone/chat) experience preferred.
• Experience working in education or academia.
• Proficiency in computer literacy, Microsoft Office Suite, and Zendesk.

Benefits

• $19/hour is the expected starting pay for this position.
• Comprehensive package of benefits for employees scheduled 30 hours or more per week, including:
  • Medical, dental, vision, life, and disability plans.
  • Well-being incentives and parental leave.
  • Paid time off and certain paid holidays.
  • Tax saving accounts (FSA, HSA).
  • 401(k) retirement benefit and Employee Stock Purchase Plan.
  • Tuition assistance and entertainment/retail discounts.
• Non-exempt employees are eligible for overtime pay, if applicable.