Student Support Specialist

Baltimore /
Front Line /
Full-time
StraighterLine.com, an innovative online educational platform that delivers college-level courses for credit and prepares students for enrolling in degree programs, is looking for highly motivated, detail-oriented, professional Student Support Specialists.
 
The Student Support Specialist will directly support StraighterLine students 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 Student Support Specialist will directly interact and respond to student queries, provide issue resolution, leverage tools and resources to strive towards excellence in higher education student support.  The Student 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, memberships, billing inquiries, technical support, academic 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.  

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
Recognized by Fast Company as one of the “10 Most Innovative Companies in Education,” the New York Times, Inside Higher Ed and more, StraighterLine's innovative courses and relationships with colleges makes higher education affordable again. StraighterLine is backed by leading venture capital firms like FirstMark Capital -- a New YorkCity-based venture capital firm with a history of successful investments in online, consumer-focused and education businesses -- Chrysalis Ventures, and three of the best known education-focused investors City Light CapitalReThink Education and New Market Ventures.