Student Support Officer/Rep
Introduction
https://www.soilfoodweb.com/
The Soil Food Web School (SFWS) is a unique institution providing a mix of web-based training and live workshops throughout the world to thousands of students who want to learn more about soil biology, soil regeneration, microscopy, and related skills. SFS is dedicated to providing unique training and skills that empower individuals to rapidly regenerate the soil ecosystem by restoring the natural balance to the microbial community and through the adoption of regenerative agricultural techniques. We need additional staff who have a passion for the environment and customer support experience to support our continued growth.
Job Overview
The Student Support Rep uses customer service skills to assist potential and existing students. The Rep ensures that students receive the information they require to contribute to their successful enrollment and completion of their courses. In addition, the Rep uses phone, chatbot, and email to guide students through academic programs to ensure students transition smoothly and swiftly through them.
Responsibilities and Duties
- Advise potential and existing students on course content and delivery, career progression opportunities, payment plans, school policy, technical issues such as website login, etc.
- Respond to student inquiries by phone, chat, and email (90% of the interactions).
- Divert inquiries to other people in the organization as appropriate, such as technical issues, e.g., website login, science questions, affiliates program, escalations, etc.
- Refer any process exceptions to senior team members to ensure that all information given to the Students is accurate.
- Achieve performance targets (e.g. 24-hour response time).
- General administrative duties that include but are not limited toDocument in detail everyday processes paying special attention to accuracy and trying to find areas of improvement. Produce canned responses for frequent processes and follow the appropriate procedure for approval.
Create training material for potential new hiresProduce and maintain SOPs and flow charts.Document findings to make recommendations on Sales and Marketing Department process improvements.Edit and maintain diverse interest lists for different products.
- Contact potential Affiliates and encourage them to join the organization’s Affiliate Marketing Program.
- Liaise with existing Affiliates to ensure that their needs and expectations are being met, wherever possible.
- Properly document interactions with students and potential students (mostly regarding phone calls) in LA Desk or Zoho.
- Provide basic Tech Support for students (e.g quiz reset and access issues)
- Provide technical support during live webinars and online workshops (hosted on Zoom Webinar, Zoom Meetings)
- AQ duties: Test new products and website sections to ensure their proper functioning and performance.
- Make sure that each inquiry transferred includes as much relevant information as possible in order to facilitate its resolution.
- Handle all sMApp inquiriesHelp students with installation (sMapp v2) and troubleshooting of the app
Provide Soil Report CodesAnswer technical questions about the functionality of the appAdd students to sMapp v3Transfer feedback to the developer team of sMApp 3.0
Qualifications
- Exceptional communication and interpersonal skills, including the ability to use technology for communication (conversation, email, text, and other modalities).
- English Proficiency level C1+ (90%).
- Demonstrated technology competency: Microsoft Office (Excel, Word, PowerPoint) plus and Google Suite (must).
- Familiarity with CRM’s ( LA Desk and Zoho) is highly recommended.
- The candidate must commit to completing the Foundation Courses within the first month of employment with passing scores ( 90%).
- Schedule flexibility during promotional periods (every three months) is required. This includes weekends.
- Must have a passion for the environment and a positive attitude towards ecological efforts.
- Demonstrate empathy, patience, and compassion through active listening and positive, constructive feedback.
- Communicate effectively by asking for clarification, avoiding blame, and finding mutual understanding.
- Willingness to work closely with the Tech Support Team in solving issues.
- Must have excellent time management skills. Must thoroughly track sale lead/inquires to ensure timely response time.
- Must be very detail-oriented. Must feel comfortable following up on each sales lead (90% writing and 10% over-the-phone)
- Back-office customer/back office support experience is key for this role.
- Proven experience working under minimal supervision to meet/exceed deadlines and sales inquiries quotas.
Job Type: Full-time
Salary: 14.00€ - 15.00€ per hour
Expected hours: 40 per week
Experience:
- Customer Support/Service: 3 years (Required)
Language:
- English (Required)
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