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Support Specialist

7 hours, 47 minutes ago
Anywhere
Full-time
Senior
Customer Support
Customer and Technical Support
Apply Now
StraighterLine

StraighterLine

StraighterLine offers low-cost online college courses for credit, helping students save money and improve retention at partner colleges.

Diversified Consumer Services
51-250
Founded 2008
View All Jobs

Description

  • Provide professional, empathetic support through phone, chat, email, and help desk tickets.
  • Take ownership of learner and corporate customer issues through resolution.
  • Listen to concerns, identify root causes, and provide effective solutions using documented procedures.
  • Meet or exceed individual and team contact-center performance metrics.
  • Use multiple software platforms, student information systems, and support technologies.
  • Identify recurring issues and operational barriers, collaborating cross-functionally to improve processes.
  • Contribute to Help Center, Support Hub, and internal knowledge resources.
  • Use approved AI tools and technology to improve productivity, self-service, and response consistency.
  • Maintain reliable attendance, punctuality, and adherence to scheduled shifts and policies.

Requirements

  • 5+ years of customer support, contact center, or related customer-facing experience.
  • Education or EdTech experience preferred.
  • Bachelor’s or advanced degree strongly preferred.
  • Prior online education experience preferred.
  • Strong analytical skills and attention to detail.
  • Excellent written and verbal communication skills.
  • Empathy, patience, active listening, and a learner-focused mindset.
  • Strong organization, prioritization, multitasking, and time-management skills.
  • Ability to work independently in a KPI-driven contact-center environment and adapt to changing priorities.
  • Ability to sit for extended periods while working scheduled shifts.

Benefits

  • Generous paid time off, including 11 public holidays and one floating holiday.
  • Medical, dental, and vision insurance.
  • 401(k) Safe Harbor contribution of 3% of salary regardless of employee contributions.
  • Six weeks of paid parental leave.
  • Free StraighterLine courses for employees and their family members.

Interested in this position?

Apply directly on the company website

Apply Now

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