Job Description

To support our new and prospective students with the Sophia Learning platform.

The Associate Learner Support Representative plays a critical role in assisting prospective and new students with navigating various systems, resolving basic issues, and ensuring a smooth learning experience. This role is designed for individuals who will help in the areas of account management, course navigation, troubleshooting, and triaging with internal teams.

1. Navigation Assistance:

• Assist students in creating and managing their accounts, including profile and membership.
• Guide students through the process of adding courses and navigating their learning environment.
• Provide detailed support on accessing and utilizing resources available through the Sophia platform.

2. General Overview Support:

• Explain the functionality and features of Sophia, ensuring students understand how the platform works.
• Offer guidance on platform tools, ensuring new users feel confident in using the system for their learning needs.

3. Low-Level Troubleshooting:

• Help students resolve login issues by providing step-by-step instructions for password resets and account recovery. • Troubleshoot basic technical issues, including addressing common typing pattern issues or browser-related concerns.
• Assist in clearing browser history and cache as a means of resolving platform access issues.

4. Triaging Support:

• Identify and escalate more complex issues to the appropriate internal teams (administrators, academic instructors, or grading teams).
• Act as a liaison between students and internal support teams to ensure timely and accurate resolution of any inquiries.

Job Skills:

• Communication Skills: We expect that you are able to communicate not only to the learners you are helping but your fellow team members. Being able to effectively communicate accurate policy information with clear and empathic oral and written skills.
• Problem Solving: We expect you to be able to help our learners with any problems they have, leveraging resources available to you. Your fellow colleagues are always willing to help as well. The ability to navigate in a fast paced, ever-changing environment is part of this skill set.
• Time Management: We expect you to adhere to the workflow of the team, as well as being efficient with your conversations. We expect you to be on time for your shift and work efficiently and productively. Reliability is key especially in a remote work environment. The ability to manage priorities effectively is a large part of this skill.
• Technology: We expect you to be computer/smart device literate and develop competencies with third-party tools including Microsoft Office, Zendesk, Labster and more. The ability to troubleshoot device issues with the student is an important part of this skill.

Work Experience:

• 1+ year of Contact Center/Admin (phone/chat) experience in preferred.
• Experience working in education or academia.
• Proficiency in the following:
  • Computer literacy, Microsoft Office Suite, Salesforce
• Bilingual Speaker preferred (Spanish)

Education:

• Highschool Diploma

Applicants must be authorized to work in the United States. Visa sponsorship is not available for this position.

$19/hr is the expected starting pay for this position. If you are Spanish bilingual, the expected starting pay is $19.25/hr. This offer is based on current budgetary guidelines and the additional factors outlined below.

SEI offers a comprehensive package of benefits to employees scheduled 30 hours or more per week. In addition to medical, dental, vision, life and disability plans, SEI employees may take advantage of well-being incentives, parental leave, paid time off, certain paid holidays, tax saving accounts (FSA, HSA), 401(k) retirement benefit, Employee Stock Purchase Plan, tuition assistance as well as entertainment and retail discounts. Non-exempt employees are eligible for overtime pay, if applicable.

Careers - Our Benefits, Strategic Education, Inc

SEI is an equal opportunity employer committed to fostering an inclusive and collaborative culture where individuals can grow their careers and contribute fully. We strive to attract talent with broad experiences, skills and perspectives. We welcome applications from all. While it is not typical for an individual to be hired at or near the top end of the pay range at SEI, we offer a competitive salary. The actual base pay offered to the successful candidate may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal pay equity. Our Talent Acquisition Team is ready to discuss your interest in joining SEI. The expected salary range for this position is below.

$16.75 - $25.25 - Hourly

If you require reasonable accommodations to complete our application process, please contact our Human Resources Department at Careers@strategiced.com