Job Description
Summary:
The Education Support Specialist is a tech-savvy, detail-oriented individual responsible for managing various aspects of the educational program, including reporting education hours to the Internal Revenue Service (IRS) and California Tax Education Council (CTEC), maintaining learning management system (LMS) content, and providing exceptional customer support. This role combines data entry, technical skills, and customer service to enhance the overall educational experience.
Responsibilities:
1. Reporting and Tracking:
o Report education hours to IRS/CTEC.
o Track rejected hours and contact clients to resolve issues.
o Create course codes.
2. LMS Management:
o Create and update LMS course information.
o Create course shells, input information, create e-books, and upload questions to the question bank.
o Connect course material.
o Quality check the items that are being connected.
3. Client and Team Support:
o Provide support to the education team, including answering client calls related to their education hours and troubleshooting course errors.
o Assist the call center with support calls and support chats as needed.
o Respond actively to the education support email inbox.
· Support the education team in building and maintaining learning paths, ensuring all materials are accurately entered and organized.
· Coordinate with web and marketing team to ensure high-quality uploads of e-books and other course materials.
· Address and resolve customer inquiries and issues using the computer system, providing product and service information.
· Proactively recommend process improvements based on identified trends and follow up on customer inquiries for timely resolution.
Qualifications:
· College degree is recommended but not required.
· Previous experience in customer service or data entry roles is preferred.
· Advanced reading, writing, and arithmetic skills.
· Computer literate with the ability to learn customer service software applications.
· Professional verbal and written communication skills.
· Understanding and willingness to learn LMS systems.
· Working knowledge of Microsoft Word (2007-2016) and Excel (2007-2016).
· Ability to manage large documents and create/administer basic formulas in Excel.
· Positive attitude, high energy, time management skills, and ability to be pleasant but firm in communication.
· Bilingual in Spanish preferred but not required.
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