Student Support Specialist

DESCRIPTION

The Student Support Specialist is responsible for assisting the HCI student community. They assist our students with navigating our systems and social media.

Description of Responsibilities

  • Receive incoming support calls.
  • Transferring sales opportunities to the sales team.
  • Respond to all support tickets within agreed SLA.
  • Escalate issues and complaints as required.
  • Administer any manual enrollments and deferrals.
  • Administer manual updates to customer records as required.
  • Administer custom payment plans in exceptional circumstances as required.
  • Maintain support knowledgeable and processes.
  • Administer referrals and similar documentation/processes.

How we measure success:

  • Ticket, chat and call statistics (total resolved, tickets open beyond SLA, etc.).
  • Student feedback (help desk review or survey result).
  • Other task statistics (custom plans created etc.).
  • Accuracy of knowledgeable and process documentation.
  • A positive attitude to work

REQUIREMENTS

Education/Experience:

  • Prior customer support experience
  • Ability to communicate directly to customers via telephone, live chat and email
  • Must be proficient in English
  • Strong computer literacy
  • Prior experience with customer support or CRM programs desirable
  • Able to work autonomously and as part of a team
  • Able to work in a potentially busy or stressful environment

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