СШАLearner Service Specialist, Part-time Contract
1 мес. назад
СШАRemote
Part-time learner service specialist managing course access and support requests.
О компании
- Education is a category-leading education company that partners with universities to deliver industry-focused certificate courses that prepare professionals for today’s digital-first workforce. Each year, we have the opportunity to help thousands of career advancers build the knowledge, skills, and credentials they need to move their careers forward. 92% of learners would recommend our programs, and our net promoter score is consistently in the excellent range. Together, we empower adult learners to confidently pursue the career they’ve always wanted.
Обязанности
- At Education, our learners are at the heart of everything we do. As a Learner Service Specialist, you’ll own the learner service queue during our morning shift, responding to overnight and incoming requests related to course access, progress tracking, certificates, course navigation, and other day-to-day needs.
- You’ll resolve straightforward requests quickly, accurately, and warmly while using sound judgment to recognize when a learner needs additional support or when a request falls outside the standard playbook. When escalation is needed, you’ll provide clear context and help ensure the transition feels seamless to the learner.
- This is an ongoing, part-time contract role of approximately 15–20 hours per week, Monday through Friday, during a consistent morning shift.
Требования
- You’re an empathetic, dependable service professional who enjoys solving problems and helping people feel supported. You communicate clearly, pay close attention to detail, and exercise sound judgment. You’re comfortable working independently while staying closely connected to a collaborative team.
- 2+ years of experience in a customer- or learner-facing role preferred, including directly handling questions, concerns, or service issues.
- Strong written and verbal communication skills, with the ability to explain information and solutions clearly and empathetically.
- Demonstrated commitment to providing a high-quality, personalized service experience.
- Strong attention to detail and the ability to apply policies and processes consistently.
- Good judgment, including knowing when to resolve a request independently and when to escalate or seek additional support.
- Comfortable working autonomously in a remote-first environment.
- Reliable availability during the designated morning shift, Monday through Friday.
- Based in the Central or Eastern time zone.
Будет плюсом
- Experience in education or EdTech, particularly in a learner- or customer-facing role.
- Experience with Zendesk or a comparable help-desk or ticketing platform.
- Experience working within a small, collaborative team where priorities may evolve quickly.
Условия
- Approximately 15–20 hours per week, Monday through Friday.
- Core shift window of 8:00 a.m.–12:00 p.m. ET / 7:00 a.m.–11:00 a.m. CT.
- Ongoing, open-ended part-time contract engagement.
- Compensation commensurate with experience, starting at $22/hour.
Другое
- Own the learner service queue during the morning shift, responding to overnight and incoming learner requests.
- Resolve common, policy-clear requests related to course access, progress tracking, certificates, course navigation, and other learner needs.
- Provide responses that are accurate, timely, warm, and personal so learners know a real person is looking out for them.
- Follow established service policies and workflows consistently while recognizing when a situation requires additional judgment or support.
- Recognize signals that a request needs more than the standard playbook, including policy exceptions, requests outside normal parameters, or learners who appear frustrated, anxious, or at risk of disengaging.
- Escalate requests thoughtfully and with sufficient context so learners do not have to repeat themselves or feel like they are starting over.
- Partner closely with team members responsible for exceptions and escalations to support a seamless learner experience.
- Maintain clear, accurate records in Zendesk so context carries cleanly between shifts, team members, and escalations.
- Identify recurring questions, emerging learner needs, or common points of confusion and surface them to the team.
- Flag gaps or unclear guidance in existing service processes to help us continually improve the learner experience.
- Focus on outcomes: Students come first — always.
- Be trustworthy: Deliver, be honest, and support the team.
- Be humble: We’re in this together.
- Be curious: Continuous learning drives innovation.
- Be you: Diverse thinking creates opportunity.
- To ensure a fair and consistent hiring process, we kindly ask that all applicants submit their applications through our job board rather than reaching out directly via LinkedIn, phone, or email. This helps our recruitment team review every application efficiently and equitably. We truly appreciate your interest in joining our team and look forward to considering your application!