Student Support Specialist - Life Surge

Job Title: Student Support Specialist 

Employment Type: Full Time, 40 hours/week 

Reports to: Customer Care Manager 

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 20 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, who desires to help and encourage others. This person will play a crucial role in ensuring the satisfaction and success of our users. They will be responsible for providing timely and effective support to address inquiries, resolve issues, and enhance the overall user experience on our platform. Serving as the primary point of contact for users, demonstrating exceptional communication skills, they will utilize communication tools such as calls, texts, and live chats to help students succeed in their learning journey. 

Essential Duties  

• Proactively welcome new students and take them through an exceptional admissions experience  

• Passionately deliver prompt and professional response to students  via phone, email, text chat, live chat and other appropriate communication means 

• Troubleshoot, evaluate, resolve, and triage calls and support issues per company guidelines  

• Support all student access to applicable platforms including Online Student Communities and online student classes  

• Provide support activity, including resetting of passwords, software setup and internet connectivity 

• Support online classroom components including; Event management, recordings, instructor support 

• Provide feedback regarding the quality of online instructor delivery  

• Input data into student support tracking systems or CRM relative to online education and student support  

• Support reporting requests for management, and continuously seek opportunities to enhance customer support processes and procedures to improve efficiency and effectiveness.   

• Support management via online classroom as it pertains to online education operations topics 

• Deliver software training to online instructors as needed 

Qualifications

• Work-related experience required in the areas of customer service, contact centers, customer support and database administration
• Computer proficiency, including Windows PC, Internet Navigation, CRM Experience (HubSpot, etc.), Microsoft Office products
• Excellent oral and written communication skills required (answering phones, monitoring/supporting virtual classrooms, answering emails and responding to verbal requests)

Additional Requirements

• A desire to support students and apply critical thinking to resolve their issues
• Must be very detail-oriented, able to handle multiple tasks simultaneously and able to adapt to shifting priorities
• Adjust hours based on market needs
• Maintain a friendly and professional demeanor
• Entry level knowledge in computer hardware and software technology

Job 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 people will do VERY WELL 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. 

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