Associate Learner Support Representative

Strayer Education, Inc.

5d•Remote

About The Position

To support our new and prospective students with the Sophia Learning platform. The Associate Learner Support Representative plays a critical role in assisting prospective and new students with navigating various systems, resolving basic issues, and ensuring a smooth learning experience. This role is designed for individuals who will help in the areas of account management, course navigation, troubleshooting, and triaging with internal teams.

Requirements

Communication Skills: Ability to communicate effectively with learners and team members, conveying accurate policy information with clear and empathic oral and written skills.
Problem Solving: Ability to help learners with problems by leveraging available resources and collaborating with colleagues. Ability to navigate in a fast-paced, ever-changing environment.
Time Management: Adherence to team workflow, efficiency in conversations, punctuality, and productivity. Ability to manage priorities effectively.
Technology: Computer/smart device literacy. Competencies with third-party tools including Microsoft Office, Zendesk, Labster and more. Ability to troubleshoot device issues with the student.
1+ year of Contact Center/Admin (phone/chat) experience is preferred.
Experience working in education or academia.
Proficiency in Computer literacy, Microsoft Office Suite, Salesforce.
Applicants must be authorized to work in the United States.
Visa sponsorship is not available for this position.

Nice To Haves

Spanish bilingual speaker preferred.

Responsibilities

Assist students in creating and managing their accounts, including profile and membership.
Guide students through the process of adding courses and navigating their learning environment.
Provide detailed support on accessing and utilizing resources available through the Sophia platform.
Explain the functionality and features of Sophia, ensuring students understand how the platform works.
Offer guidance on platform tools, ensuring new users feel confident in using the system for their learning needs.
Help students resolve login issues by providing step-by-step instructions for password resets and account recovery.
Troubleshoot basic technical issues, including addressing common typing pattern issues or browser-related concerns.
Assist in clearing browser history and cache as a means of resolving platform access issues.
Identify and escalate more complex issues to the appropriate internal teams (administrators, academic instructors, or grading teams).
Act as a liaison between students and internal support teams to ensure timely and accurate resolution of any inquiries.