What are the responsibilities and job description for the Online Student Support Specialist position at Life Surge?
Job Title: Online Student Support Specialist
Employment Type: Full Time, 40 hours/week
Reports to: Student Services Director
FLSA Status: Non-Exempt
Who We Are
LIFE SURGE is a leading company in the industry of faith-based live events and financial education programs. One of the fastest growing organizations in the country, LIFE SURGE exists to inspire, transform and equip people to build their personal impact in ways that glorify God. By annually producing 30 events and providing financial education to thousands around the nation, we do just that.
We are a team of experienced professionals who are passionate about helping people learn, grow, and connect so they may live more enriched lives. Our culture is one where we celebrate one another, individually and as a team. We look to acknowledge and reward our star performers. Let your light shine in our company!
Opportunity
LIFE SURGE is seeking a passionate Student Support Specialist to help and encourage our online student learners. This individual will play a crucial role in ensuring the satisfaction and success of our students. They will be responsible for providing timely and effective support to address inquiries, resolve issues, and enhance the overall user experience on our platform. As the primary point of contact for users, they will demonstrate exceptional communication skills and utilize communication tools such as calls, texts, and live chats to help participants succeed in their learning journey.
Responsibilities:
- Welcome New Participants: Proactively welcome new users and guide them through an exceptional admissions experience.
- Timely Support: Provide prompt and professional responses to participants via phone, email, text chat, live chat, and other communication methods.
- Troubleshooting & Issue Resolution: Troubleshoot, evaluate, resolve, and triage calls and support issues according to company guidelines.
- Platform Access Support: Ensure all participants have access to applicable platforms, including Online Communities and online courses.
- Technical Assistance: Provide support for activities such as resetting passwords, software setup, and internet connectivity issues.
- Online Classroom Support: Assist with online classroom components, including event management, recordings, and instructor support.
- Instructor Feedback: Provide feedback on the quality of online instructor delivery.
- Data Entry & CRM: Input data into student support tracking systems or CRM (e.g., HubSpot) related to education and user support.
- Proactive Outreach: Engage in proactive communication efforts via outbound calls, texts, and emails to encourage participant engagement and attendance in in-person classes.
- Reporting & Process Improvement: Assist with reporting requests, continuously seeking opportunities to improve customer support processes and overall efficiency.
Qualifications:
- Experience: Required work-related experience in customer service, call centers, customer support, and database administration.
- Technical Skills: Proficiency in Windows PC, Internet navigation, CRM systems (HubSpot, etc.), and Microsoft Office products.
- Communication Skills: Excellent oral and written communication skills are required (answering phones, monitoring/supporting virtual classrooms, answering emails, and responding to verbal requests).
Additional Requirements:
- A desire to support online student participants and apply critical thinking to resolve issues.
- Must be detail-oriented, able to handle multiple tasks simultaneously, and adapt to shifting priorities.
- Must maintain a friendly and professional demeanor, both in-person and over the phone.
- Entry-level knowledge in computer hardware and software technology.
- Must be available to work nights and weekends as required.
Benefits:
- Health, Dental, Vision, Life, Holiday, and Paid Time Off.
- Non-corporate, casual, entrepreneurial, comfortable, fun, and proactive work environment.
- High-level performers, disciplined, and self-motivated individuals will thrive in this environment.
LIFE SURGE is an Equal Opportunity Employer. We value diversity and seek to empower each individual while supporting the many perspectives, skills, and experiences within our workforce. All employment is decided based on qualifications, merit, and business needs.
