Experience:
1-3 years of experience
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Employment Type:
Full time
Posted:
10/18/2019
Job Category:
Customer Service
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Help Desk Agent
Kaplan, Inc. | Washington, District of Columbia
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Job Description

Job Title

Help Desk Agent

Job Description

As a Help Desk Agent, you'll provide exceptional customer service by providing guidance and resolving issues through voice and digital channels. You'll work autonomously to provide customers with the tools they need to succeed while maintaining performance metrics. This position requires adaptability, urgency, problem-solving, and critical thinking around factors that impact the customer experience.

This is the job for you if:

* You have stellar interpersonal and written communication skills.


* You're an enthusiast for customer service and capable of working with a high volume of inbound content.


* You're tech-savvy and can work in multiple systems with precision and ease.


* You jump at the opportunity to collaborate with a team and enjoy building relationships.


* You stay calm under stress and think creatively to solve problems.


* You have sharp instincts for discovering the source of an issue and finding a resolution.


* You're, at heart, very adaptable and can maintain high levels of productivity in a fast-paced environment.


* Bonus points for a passion for education!



Key Responsibilities

* Proactively resolve issues and build trust with our customers by understanding their needs, determining the cause of their problem, and partnering to find the best resolution through support channels including but not limited to phone, chat, and email


* Facilitate consultative conversations in order to guide students on how to access and use their test prep resources


* Bring awareness to management around anything that would impact the student experience to bring about improvements


* Find solutions to customer inquiries by using your resources including our internal databases, managers, and your support team


* Create a personalized, positive, and effortless customer experience for our students so that any issues are resolved in their first contact


* Advocate for students by identifying and escalating priority issues


* Research case history for each student to understand the customer story


* Effectively meet customer needs by building relationships, and taking ownership of customer satisfaction


* Prioritize your daily tasks and manage your schedule effectively


* Follow up on commitments and cases with students


* Maintain detailed notes on all customer interactions


* Other duties and projects as assigned



Skills & Abilities

* Adaptability-You treat change as an opportunity for learning and continuous improvement; focus on the beneficial aspects of change; and speak positively about change to others.


* Customer Centricity-You anticipate customers' needs whenever possible and respond quickly and accurately. You attempt to exceed expectations for every customer on the first interaction.


* Communication-You adjust your communication to match your audience and you have excellent written and verbal communication skills.


* Initiative-You proactively take action to improve a situation without waiting for explicit instructions; you recognize and respond to opportunities in order to reach a goal; seek new and improved techniques, solutions, and approaches to completing work. You're not afraid to share feedback.


* Time Management-You can easily handle multiple tasks at the same time while considering plans for future tasks. You thoughtfully plan your schedule and skillfully discern between the urgent and the important to consistently meet deadlines.


* Achievement-You set high standards for yourself and strive to improve your own performance by exceeding your professional and performance goals. You have a passion for your work and go above and beyond to improve. You have an openness to accepting feedback and you enjoy celebrating achievements.


* Positivity-You approach every situation, even tough ones, with positivity and optimism. You spread enthusiasm and encourage others to be positive.


* Responsibility-You're conscientious and reliable. You take ownership for achieving your goals. Because you are consistent and dependable, you ensure high levels of quality in your work.


* Resilience-You're hardworking and willing to pitch in and help. You thrive in a fast-paced environment and do well in stressful situations. You persevere with confidence in the face of challenges.



Requirements

* 2+ years of Customer Service experience


* Bachelor's Degree preferred


* Ability to work full time (40 hours/week) with a flexible schedule including nights, weekends, and split days off


* Embracive of a diverse team and a highly collaborative working environment


* Desire to thrive in an innovative, creative, and teamwork-oriented professional environment



This document is not intended to cover or contain a comprehensive listing of all job-related activities, duties, or responsibilities that are required of the employee.

Kaplan is an equal opportunity employer providing equal employment opportunities (EEO) to all applicants without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.

Location

Bangalore, KA, India

Additional Locations

Employee Type

Employee

Job Functional Area

Contact/Call Center Ops

Kaplan is an Equal Opportunity Employer

About Kaplan, Inc.

Kaplan Professional, based in Chicago, provides education, certification and professional development courses for financial services, IT, legal, real estate, architecture, engineering, contracting and home inspection professionals and corporations. In addition, Kaplan Professional provides comprehensive licensing and compliance solutions to top financial institutions around the world. Offering an array of educational tools, from on-site training and classroom instruction to over 600 online courses, Kaplan Professional serves individuals who must maintain licenses and comply with regulatory mandates. Kaplan Professional is a unit of Kaplan, Inc., a wholly owned subsidiary of The Washington Post Company (NYSE: WPO).

This company profile was created by AfterCollege and is about Kaplan, Inc.. This page is not endorsed by or affiliated with Kaplan, Inc.. For questions regarding company profiles, please email: care@aftercollege.com.