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.

The work schedule is Tuesday - Saturday 3:00 pm - 12:00 am ET.

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.

Beyond base salary, our comprehensive total rewards package includes:

- Remote work provides a 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
- Comprehensive health benefits new hire eligibility starts on 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

We are committed to providing a supportive and rewarding work environment where every employee can thrive. You can learn more about our full benefits package and total rewards philosophy here.
 

At Kaplan, we believe in attracting, rewarding, and retaining exceptional talent. Our compensation philosophy is designed to be competitive within the market, reflecting the value we place on the skills, experience, and contributions of our employees, while taking into account labor market trends and total rewards.
 

For full-time positions, Kaplan has three salary grades. This position is Salary Grade A: $31,200 to $78,647. The specific compensation offered will be determined by a variety of factors, including but not limited to the candidate's qualifications, relevant experience, education, skills, and market data. We are an equal opportunity employer and comply with all applicable federal and state wage laws.

#LI-Remote
 

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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.