Associate - Student Success
2 weeks ago
Job Description
The Position
The Student Success Specialist solves the daily needs of Thinkful students from enrollment through graduation. We expect a Student Support Specialist to assist our students with technical problems while enrolled in our programs.
You will ensure their dashboard is functioning properly, troubleshoot platform problems, check that assignments get graded on time, communicate policy, and ensure their specific concerns are heard and handled appropriately. In the end, you will have supported them towards a large, life-changing goal of a new career path.
Student Success Specialist responsibilities include resolving student queries, recommending solutions and guiding students through features and functionalities. To be successful in this role, you should be a strong communicator and detail oriented person who’s able to earn our students’ trust.
Ultimately, you will help establish our reputation as a company that offers excellent student support during course enrollment.
**Responsibilities**:
- Executing current processes and identify areas for improvement to ensure every Thinkful student has an A+ experience. Maintaining accurate student records by recording account information and support responses- Understanding student complaints or needs; selecting and explaining the best solution to solve the problem; helping students use specific features and following up to ensure resolution- Identifying and reporting product malfunctions (for example, by testing different scenarios or impersonating users)- Gathering student feedback and share with our Product, Instructional Design, Educator Success and Academic Success teams- ‘Delivering magic to students’ by anticipating their needs and transforming conflicts into positive experiences
**Requirements**:
- Empathy and passion for the student as student and life changer- Organized and able to prioritize around shifting needs- Good written and verbal communication- Detail-oriented- Experience using help desk software and remote support tools- Understanding of how CRM systems work- Willingness to work in 24/7 rotational shifts and week-offs as per business requirements
Additional Skills of Relevance- Proficient at basic quantitative and spreadsheet skills- Enthusiastic about learning, especially in technical fields
Why do we exist?
Students are working harder than ever before to stabilize their future. Our recent research study called
State of the Student
shows that nearly 3 out of 4 students are working to support themselves through college and 1 in 3 students feel pressure to spend more than they can afford. We founded our business on provided affordable textbook rental options to address these issues. Since then, we’ve expanded our offerings to supplement many facets of higher educational learning through Chegg Study, Chegg Math, Chegg Writing, Chegg Internships, Thinkful Online Learning, and more to support students beyond their college experience. These offerings lower financial concerns for students by modernizing their learning experience. We exist so students everywhere have a smarter, faster, more affordable way to student.
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Chegg out our culture and benefits
- Chegg is an equal opportunity employer_
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