Support & Solutions Representative

Job Title 

Job 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 …