Customer Support Specialist
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About The Position
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. We are looking for an enthusiastic and dedicated Customer Support Specialist (CSS) with excellent written and verbal communication skills to enhance the Kaplan customer journey. You will be tracking all points of customer engagement, addressing customer queries, and connecting with Product Owners, Technical Specialists, and other internal stakeholders to resolve complex customer issues while identifying ways to improve the customer experience. To ensure success as a Customer Support Specialist, you should exhibit in-depth knowledge of customer engagement channels, processes, and products. A top-notch Customer Support Specialist will be someone whose expertise results in excellent customer relationship management and a positive Kaplan brand image. A successful CSS is engaging, solution-oriented, curious, and a problem-solver, and they view their role through the lens of the customer. Customer Support Specialists provide potential and existing customers with exceptional service. They identify customer needs, respond to customer queries, and collaborate with internal departments to optimize the customer experience and brand awareness.
