Associate – Customer Support

• Answer, evaluate, and prioritize incoming support requests across phone, email, and chat
• Provide Tier-1 troubleshooting for password resets, printer setup, break/fix instructions, LMS access, and basic technical issues
• Use knowledge bases, support channels, and trained resources to resolve user concerns
• Conduct user interviews to gather problem details and guide users through diagnostic steps
• Recognize, research, isolate, resolve, and follow up on routine issues
• Escalate complex cases to Tier 2/3 or appropriate teams
• Deliver student service support for registration, class adjustments, graduation, transcripts, transfer credits, applications, placement testing, withdrawals, payments, payment plans, tuition/fees, billing, FAFSA, eligibility, disbursements, refunds, loans, and scholarships
• Follow established call flows to ensure complete and accurate information gathering
• Log all interactions in the ticketing system and maintain detailed documentation
• Generate standard reports such as Contact Center incident summaries
• Adhere to published Workforce Management schedules and adjust as business needs evolve

• Experience in customer support, service desk, call center, or technical support roles preferred
• Familiarity with ticketing systems and problem management tools
• Basic understanding of hardware, software, networking, and LMS platforms
• Strong communication skills with the ability to guide users through troubleshooting steps
• Ability to prioritize tasks and manage multiple inquiries simultaneously
• Comfortable supporting both technical and student service-related inquiries
• Strong attention to detail with accurate documentation habits
• Ability to follow structured workflows, scripts, and diagnostic procedures
• Reliability and commitment to schedule adherence
• High School Diploma or Equivalent

• Employees can work remotely
• Confidential handling of applicant information according to EEO guidelines