Student Support Speecliast

The Student Support Specialist is responsible for assisting the HCI student community. They assist our students with navigating our systems and social ---------- scription of Responsibilities:

Receive incoming support calls.
Transferring sales opportunities to the sales team.
Respond to all support tickets within agreed ---------- calate issues and complaints as required.
Administer any manual enrollments and deferrals.
Administer manual updates to customer records as required.
Administer custom payment plans in exceptional circumstances as required.
Maintain support knowledgeable and processes.
Administer referrals and similar documentation/processes.

How we measure success:

Ticket, chat and call statistics (total resolved, tickets open beyond SLA, etc.).
Student feedback (help desk review or survey result).
Other task statistics (custom plans created etc.).
Accuracy of knowledgeable and process documentation.
A positive attitude to work

Education/Experience:

Prior customer support experience
Ability to communicate directly to customers via telephone, live chat and email
Must be proficient in English
Strong computer literacy
Prior experience with customer support or CRM programs desirable
Able to work autonomously and as part of a team
Able to work in a potentially busy or stressful environment