Support And Solutions Representative

Connecting employers with military veterans!

Connecting employers with military veterans!

Posted by: Kaplan University on Oct 17, 2017


Fort Lauderdale, FL

Job Description:

Job Description
Support and Solutions Representatives receive and resolve student and faculty inquiries in our fast paced call- and web-based operations center. They also participate in the day-to-day administrative operations of handling technical and non-technical service requests from Kaplan University students and faculty.

Key Job Responsibilities:
Receive and resolve student and faculty inquiries in our fast paced call and web-based operations center.
Educate and troubleshoot technical support issues such as username/password, software, hardware, and provide general assistance with the KU Campus platform tools.
Identify and troubleshoot incidents, then document and retrieve pertinent information for logging, tracking and further escalation.
Complete detailed summary forms of issues being escalated to higher levels in the technology department.
Meet assigned productivity goals such as number of contacts per hour, caller satisfaction and first call resolution of incidents
Various other duties as assigned by Technical Support Manager, Supervisor, Team Leads, or other senior personnel.
Solving multiple issues per call. Probing to prevent need for further calls from students and faculty.
Provide support for multiple departments across Kaplan. Each agent is trained to provide support for Admissions, Education Advising, Financial Aid, Career Services, Student Relations, and more.
Handle inquiries via phone, chat, and email

Minimum Qualifications:
Bachelor's degree, preferably in IT
1-3 years' related experience
Experience in an inbound technical support environment.
Ability to use Microsoft Office programs, Windows OS, Browsers and to learn other business related applications as needed.
Excellent customer service skills.
Ability to communicate accurate technical information and solutions through various media to a range of customers and resolve issues on the very first contact.

Education Level:

Bachelors degree or higher

Pay Rate:

Commensurate with experience

HR. Website URL:

Security Clearance:


Travel Requirements:


Sign Up to Apply to this position
(if you already have a CGO account, just press the button below)

About Kaplan University

Kaplan University is a part of Kaplan Higher Education LLC, which is a subsidiary of Kaplan, Inc., a subsidiary of Graham Holdings Company. Kaplan, Inc.'s wide range of products includes programs for kids and schools, test preparation, higher education and professional training. Each of our offerings helps students reach an important milestone in their education and careers. Kaplan is a regionally accredited university offering over 180 certificate, undergraduate, graduate and continuing professional education programs in both online and in-classroom settings. Whether you’re just starting college or advancing your career, our wide range of programs blend science-backed expertise with real-world experience. * Most of our 38,000+ degree-seeking online and campus-based students are adult learners with families and students who work while pursuing higher education. 59% are older than 30; 75% are women. * We are a military-friendly school with over 9,000 students who are active military, veterans, or military spouses or dependents. * 94% of students complete their coursework in online programs. * Campus students took 63% of their courses online. * Student involvement in co-curricular activities was high, as more than 5,000 students were members of at least 1 of our 29 registered student organizations.

Please visit this employer's Public Profile to see more jobs offered by Kaplan University