Kaplan Test Prep jobs - Help Desk Agent

Help Desk Agent

Bangalore, KA, India
Job Title
Help Desk Agent

Job Summary

Job Description

As a Help Desk Agent, you’ll provide exceptional customer service by providing guidance and resolving issues through 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

• 0 to 2 years of Customer Service experience
• Bachelor’s Degree
• 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

Location
Bangalore, KA, India
Additional Locations

Employee Type
Employee
Job Functional Area
Contact/Call Center Ops
Kaplan is an Equal Opportunity Employer