Program Success Associate

The Role & Responsibilities

Tuition.io’s Program Success (Customer Support) department is growing and we are looking to add another exceptional associate to the team. This is a diverse, fast-paced customer support/call center style role including the following responsibilities:

• Deliver high quality customer support to end users of the Tuition.io platform through email, phone and online chat.
• Ensure end user support issues are resolved both completely and timely.
• Troubleshoot platform-related issues as appropriate, suggesting ways to improve the experience of our users as well as our software platform.
• This is a full-time role requiring 40 hours/week with occasional overtime hours as needed. There may also be opportunities for weekend shifts of 3 hours on Saturday and/or Sundays.
• This is a remote role based on the east coast that reports to the Director of Program Success who is based in Los Angeles, CA.
• This is a remote role based in the Midwest (Central Timezone) to West Coast (Pacific Timezone) that reports to the Director of Program Success who is based in Los Angeles, CA.
• This role will start at 8:30am PST and will end at 5:00pm PST with a 30 minute meal break.

Qualifications of Our Ideal Candidate:

• 1 years of previous customer service experience in a high volume call center or 2 years experience in an educational setting such as university student services, financial aid offices, or teaching.
• 1 years experience using web-based support platforms (Zendesk, Freshdesk, Desk.com, etc.)
• Excellent verbal and written communication skills
• Empathetic and a good listener
• Strong customer advocate who goes the extra mile
• Team player
• Organized and resourceful with great time-management skills
• Ability to manage multiple support channels including email tickets, live chat, and phone
• Ability to learn and master new processes and procedures
• Ability to thrive in a fast paced environment with rapidly changing priorities
• High level of attention to detail and great problem solving skills
• Bachelor’s degree

Bonus Points

• Knowledge of Student Loans
• Knowledge of Tuition Reimbursement or other educational benefits
• Experience with proprietary, web-based software
• Familiarity with modern workplace software such as Salesforce, Google Workspace, etc
• Bilingual in English/Spanish or French/English

About Tuition.io

Tuition.io is a well-funded, rapidly growing company based in San Mateo, California with an additional office in Los Angeles, California. Founded in 2012, Our mission is to help employers attract, retain and upskill their workforces by providing a comprehensive range of education assistance benefits to their employees. Our services allow employers to help address two main issues: a) the increasing costs of higher education, and b) the $1.7 trillion student loan crisis in the US, while improving the financial wellbeing of their employees. We are the leading provider of education assistance benefits that are enabled through a fully integrated product suite. Please see www.tuition.iofor an overview of our company.

Job Type: Full-time

Pay: $21.64 - $26.44 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

COVID-19 considerations:
This is a remote role based in the Midwest (Central Timezone) to West Cost (Pacific Timezone) that reports to the Director of Program Success who is based in Los Angeles, CA.

Education:

• Bachelor's (Required)

Experience:

• Customer support: 1 year (Preferred)
• Zendesk: 1 year (Preferred)
• an educational setting: 2 years (Preferred)

Work Location: Remote

Salary : $2 - $22