Instructor Support Administrative Associate

Job Details
Description
About The Princeton Review: The Princeton Review is a leading tutoring, test prep and college admission services company. Every year, it helps millions of college and graduate school-bound students achieve their education and career goals through online and in person courses delivered by a network of more than 4,000 teachers and tutors, online resources, and its more than 150 print and digital books published by Penguin Random House. Its Tutor.com brand is the largest online tutoring service with a community of more than 3,000 expert tutors and 17 million one-to-one tutoring sessions completed. The Princeton Review is headquartered in New York, NY. For more information, visit PrincetonReview.com. Follow the company on Twitter @ThePrincetonRev. The Princeton Review is not affiliated with Princeton University.

Overview:

Tutor.com/The Princeton Review’s Online Tutoring service is an award-winning online homework help and learning service that connects students to a certified tutor for one-to-one help. Online Tutoring is offered to individual households, as well as over 2,000 public libraries, universities and schools across the country as well as the Department of Defense. Our network of over 3,000 expert tutors has conducted over 16 million sessions. The Princeton Review’s Homework Help provides a quality educational service to millions of students worldwide.

Learning Services, the department which oversees onboarding, recruitment, quality control, and support for our tutors – as well as manages multiple customer support portfolios for our hundreds of thousands of end-users – is seeking an Associate who is adept at offering Level 1 Administrative and Technical Support to various stakeholders including providers, applicants, students, and administrators utilizing our online tutoring & test prep services.

This is a part-time, remote position for candidates located within the United States. The Associate is expected to fulfill the following work schedule: Tuesday through Saturday, 5pm until 10pm (all times Eastern)

Qualifications:

The ideal candidate for this position should be an energetic and supportive individual who brings a commitment to serving the end-user and bringing about efficient and effective resolutions to their concerns
Have a minimum of two (2) years’ experience in a customer or provider services field, preferably within a call center and/or online helpdesk environment.
Have the relevant technical acuity to provide Level 1 technical support to providers, students, and other relevant users.
Be well-versed in the use of Microsoft Office software including Word, Excel, and Outlook.
Have the ability to learn several in-house database tools and reporting modules, as well as our proprietary Classroom software and any adjacent technologies.
Possess strong organizational skills with the ability to meet the needs of a diverse group of end-users.
Have the ability to communicate clearly, with knowledge and empathy, both over the phone and in writing.
Be motivated to meet various metrics-based goals centered on quality, efficiency, and knowledgeability of our services.
Have completed an undergraduate (4-year) degree program in an accredited US or Canadian university.

Responsibilities:

Receive, categorize, respond to, and escalate support tickets received through web forms and direct email contact from users of our various services.
Receive phone calls, assist live customers, and respond to voicemails from those users.
Take ownership of user inquiries, researching and seeking out solutions when necessary to ensure personalized and thorough user support.
Be a part of the Quality Control process, helping with the reviewing of sessions flagged as unsatisfactory and contributing to the session credit workflow.
Provide basic assistance for common Technical Support inquiries, escalating to Level 2 when necessary.
Monitor our live student queue for a set period each shift, keeping an eye on usage and staffing levels and calling for additional tutor assistance when the situation warrants.
Meet on a weekly basis with the Support Manager & your fellow Associates to go over prevailing support issues as well as short and long term projects and goals.
Actively contribute and participate with suggestions and solutions both for our end users and for your colleagues which improve our workflow, our customer support strategies, or our service in general.

Salary: $22.00 – $24.00 per hour, based on a 25-28 hour work week.

The Company also provides eligible employees with a variety of benefit programs, generally including health, dental, and vision insurance, flexible spending accounts, health savings accounts, 401k plan with company match, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work

Please note that the above-referenced position can be performed anywhere in the United States except in the following states: Arkansas, Hawaii, Idaho, Mississippi, North Dakota, Rhode Island, South Dakota and Wyoming.

The Princeton Review is an equal employment opportunity employer. The Princeton Review’s policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, marital status, disability, military status, genetic information, or any other basis protected by applicable law. The Princeton Review also prohibits harassment of applicants or employees based on any of these protected categories. It is also The Princeton Review’s policy to comply with all applicable laws respecting consideration of unemployment status in making hiring decisions.