The Student Support Specialist supports students by providing assistance and resolving queries related to academic goals and course navigation, ensuring a positive educational experience.
At StraighterLine we are on a mission to help students succeed!
About Us
StraighterLine is the leading provider of high-quality, affordable, online courses that help learners earn college credit and meet their professional goals. Each year, 150,000 learners take one of StraighterLine’s 215 courses to upskill into new careers or earn credit from over 2,000 colleges and universities worldwide. StraighterLine works with institutions and corporate partners to provide their students and employees with flexible education options that allow them to work and learn at their own pace. Visit www.straighterline.com for more information.
StraighterLine is a brand focused on student success in online higher education. The Customer Support Specialist is a critical member of the Support Services Team as the main point of contact for active learners navigating their journey post enrollment through course completion & credit transfer. The Specialist will facilitate the new student experience to ensure a smooth transition to college level course material, suggest engagement with our wide offering of services, and continually monitor students’ progress utilizing various coaching and support techniques.
The Specialist will support StraighterLine Learners as the advocate for providing student-centric support and assistance ensuring a positive, professional experience for all students in pursuit of their academic goals and achievements. The Support Specialist will directly interact and respond to student queries, provide issue resolution, leverage tools, technology and resources to strive towards excellence in online higher education support. The Support Specialists are expected to be adaptable, flexible, versatile, understanding, calm and caring while exhibiting elevated competency to navigate and utilize StraighterLine’s (SIS) Student Information Systems. Once mastered, you will have the added opportunity to expand your ability to work chats, and support tickets that cover topics ranging from course-related issues, course navigation, assignment submissions, membership services, billing inquiries, technical support, academic related issues, transcript requests, and much more. All interactions must be handled with student goals and priorities in mind, with a primary focus on resolving student issues to assist them on a direct pathway to earn transferable college credit.
Access to stable, fast internet connection and a quiet place to work is required.
Goals of the Position:
- 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
To accomplish these goals, the best candidates will be able to:
- 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
Required Skills, Education & Experience:
- Minimum 4-5 years of experience in a client facing or customer service role
- Bachelor’s degree strongly preferred
- Prior online education experience preferred
- 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
Working at StraighterLine
StraighterLine team members work every day knowing that they are helping learners on their path to employability and career success. We're an inclusive team that fosters collaboration, that trusts and communicates openly. Like our students, we are lifelong learners and strive for excellence in our work. We are committed to bringing innovative solutions to the field - your ideas will never go unheard. And, best of all, we love to celebrate each other's contributions and wins.
We also know how important a life outside of work is, and the support that employers can contribute.
Our 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
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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