Support & Solutions Representative

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.

• →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 University's 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 internal departments including Admissions, Education Advising, Financial Aid, Career Services, Student Relations, etc.
• →Handle inquiries via phone, chat, and email

• High School Diploma
• 1+ 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. 
• Strong customer service skills.  
• Ability to communicate accurate technical information and solutions through various media to a range of customers and resolve issues on the first contact.

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.