Support Coach

Arizona State University•Tempe, AZ

6d•Onsite

About The Position

Learning Enterprise at ASU is seeking a motivated and passionate Support Coach to join the Learner Success team. The primary focus of this position will be assisting learners throughout their experience with Learning Enterprise products. This role will be responsible for answering learner questions, assisting with technical issues, documenting process guides, working with learners 1:1 and solving support cases. This position will also support the Learner Enterprise product and learning design teams by communicating issues learners are facing in the Learner Success environment. The ideal candidate takes a service-oriented approach to learners in a supportive environment. Your most important responsibilities will be to help reduce barriers, advocate for learners, and help them achieve their educational goals. This includes conversations via phone, email, or chat systems. Your role is to provide guidance, answer questions, and show that we care about their success in our courses. You will also play an important role in understanding Learner Success learner needs and communicating that to relevant teams to ensure that we’re offering the best educational experience possible. This role is based at ASU’s Tempe campus. A fingerprint background check is a mandatory step in the hiring process.

Requirements

Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.

Nice To Haves

Experience in an institution supporting programs of study for a diverse student population.
Evidence of effective communication style that is persuasive, motivating and supportive.
Experience in being able to self-direct once projects are identified and perform as a high-functioning team member in a position that requires flexibility and resiliency.
Demonstrated knowledge of Salesforce and Microsoft Office applications including email, spreadsheets, presentations, and documents.
Experience in phone-based sales and customer service.
Experience managing quickly changing priorities which may include resolution of conflicts.
Comfortable troubleshooting technical issues and working with detailed administrative processes
Experience with Learning Management Systems such as Canvas LMS.
Experience in Hubspot is a plus

Responsibilities

Supporting learners: Serves as a point of contact for learners as an effective communicator who is able to encourage and motivate while being helpful and responsive to their needs and concerns.
Responds to student questions and concerns in a timely manner.
Consistently performs detail-oriented work quickly, correctly and efficiently.
Works collaboratively with other university units and services to facilitate student support in a manner that maintains and grows relationships.
Maintain a positive, “How can I help?” attitude.
Proactively seek solutions in collaboration with the learners and work to remove barriers to internal systems that may be inhibiting their access to take courses.
Communicate learner challenges and goals to the broader Learner Success product team to help with prioritization.
Works effectively and timely in an environment with competing priorities.
Assumes or coordinates other duties or projects as assigned or directed.
Other duties as assigned.