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Support & Solutions Representative

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.

Support and Solutions Representatives receive and resolve student and faculty inquiries in our fast paced call- and web-based operations center. They also participate in the day-to-day administrative operations of handling technical and non-technical service requests from Purdue Global (PG) students and faculty.

Below are the schedules that we are hiring for :

TuesdaySaturday, 3 : 30 pm12 : 00 am EST; off Sunday and Monday

SundayThursday, 3 : 30 pm12 : 00 am EST; off Monday and Tuesday

Key Job Responsibilities :

• Receive and resolve student and faculty inquiries in our fast paced call and web-based operations center.
• Educate and troubleshoot technical support issues such as username / password, software, hardware, and provide general assistance with the University's platform tools.
• Identify and troubleshoot incidents, then document and retrieve pertinent information for logging, tracking, and further escalation.
• Complete detailed summary forms of issues being escalated to higher levels in the technology department.
• Meet assigned productivity goals such as number of contacts per hour, caller satisfaction, and first call resolution of incidents.
• Various other duties as assigned by Technical Support Manager, Supervisor, Team Leads, or other senior personnel.
• Solving multiple issues per call. Probing to prevent need for further calls from students and faculty.
• Provide support for multiple internal departments including Admissions, Education Advising, Financial Aid, Career Services, Student Relations, etc.
• Handle inquiries via phone, chat, and email

Minimum Qualifications :

Beyond base salary, our comprehensive total rewards package includes :

We are committed to providing a supportive and rewarding work environment where every employee can thrive. You can learn more about our full benefits package and total rewards philosophy.

Location : Remote / Nationwide, USA

Employee Type : Employee

Job Functional Area : Technical Support / Customer Service

Business Unit : 00091 Kaplan Higher ED

Diversity & Inclusion Statement : Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities.