Program Support Specialist

About Emeritus:

Emeritus is dedicated to making high-quality education accessible and affordable for individuals and organizations worldwide. We achieve this by collaborating with top-tier universities across various regions, offering short courses, degree programs, professional certificates, and senior executive programs that help learners acquire new skills.

Founded in 2015, Emeritus has grown into a global organization with offices in multiple locations. Our unique model combines state-of-the-art technology, innovative curriculum, and hands-on instruction from experienced faculty members and mentors.

We have educated over 250,000 individuals across more than 80 countries, and our mission continues to evolve as we expand our services. As part of the Eruditus Group, Emeritus values innovation, collaboration, and customer satisfaction.

Role Overview:

This role plays a crucial part in ensuring the smooth operation of our programs, providing support to learners, and coordinating with internal teams. The ideal candidate will have excellent communication skills, be able to work in a fast-paced environment, and adapt to changing processes.

Responsibilities:

• Learner Support: Serve as the primary point of contact for learners, addressing their inquiries, guiding them through the program journey, and resolving issues promptly. Respond to learner inquiries via live chat, email, and phone calls, ensuring timely and accurate resolution of issues.
• Stakeholder Collaboration: Work closely with internal teams to manage program timelines, ensure deliverables alignment, and identify areas for process improvement. Act as a liaison between learners and internal teams, effectively communicating program updates and addressing learner concerns.
• Process Improvement: Identify opportunities to streamline program delivery, enhance learner satisfaction, and implement best practices for efficiency.
• Quality Control: Ensure all learning communications meet quality standards and branding guidelines set by the company. Maintain up-to-date knowledge of Emeritus' online programs and university partnerships to assist learners efficiently.

Qualifications:

• Bachelor's degree in a relevant field or equivalent qualification.
• Excellent Communication: Strong written and verbal English communication skills are essential.
• Adaptability to Business Needs: Ability to respond to tickets, chats, and out-calling as per business requirements.
• Customer-Focused: Demonstrated experience in customer support roles with the ability to resolve learner inquiries professionally and effectively.
• Tech-Savvy: Ability to quickly adapt to new software platforms and tools, with an interest or background in EdTech being a plus.
• Adaptable: Ability to work in a dynamic environment with flexibility and a positive attitude.
• Detail-Oriented: High attention to detail in written communication and problem-solving.
• Team Player: Collaborative mindset with a willingness to work across teams to provide exceptional learner support.
• Experience in EdTech or a related field: Prior experience with online education, service delivery, or familiarity with digital learning tools (preferably proficiency with learning management systems).
• Remote Work Capability: Ability to work independently in a remote setting while maintaining strong communication with team members.
• Organizational & Multitasking Skills: Excellent organizational skills with the ability to manage multiple priorities.
• Data-Driven Mindset: Focus on results, data analysis, and continuous improvement.

Benefits:

Working at Emeritus provides opportunities for personal and professional growth. You'll have the chance to make a real impact by helping professionals achieve their learning goals. Our inclusive work environment offers space for creativity, innovation, and collaboration.

Additionally, you'll have access to training and development programs that can help you grow your skills and expertise. Our commitment to diversity and inclusion ensures that everyone feels valued and respected within our organization.

Join us in shaping the future of education and making a meaningful difference in people's lives.

At Emeritus, we value equality and fairness in our hiring practices. We welcome applications from candidates who share our commitment to these values and who believe in contributing to a diverse and inclusive workplace.

References may be requested during the recruitment process.