Job Title: Online Student Support Specialist
Employment Type: Full-Time, 40 hours/week
Reports to: Student Services Director
FLSA Status: Non-Exempt
Position Type: In-Person (Must be available to work nights and weekends as required)

Who We Are

Life Surge is a leading company in the industry of faith-based live events and financial education programs. One of the fastest growing organizations in the country, Life Surge exists to inspire, transform and equip people to build their personal impact in ways that glorify God. By annually producing 30+ events and providing financial education to thousands around the nation, we do just that.   

We are a team of experienced professionals who are passionate about helping people learn, grow, and connect so they may live more enriched lives. Our culture is one where we celebrate one another, individually and as a team. We look to acknowledge and reward our star performers. Let your light shine in our company!  

Opportunity

Life Surge is seeking a passionate Online Student Support Specialist to help and encourage our online student learners. This individual will play a crucial role in ensuring the satisfaction and success of our students. They will be responsible for providing timely and effective support to address inquiries, resolve issues, and enhance the overall user experience on our platform. As the primary point of contact for users, they will demonstrate exceptional communication skills and utilize communication tools such as calls, texts, and live chats to help participants succeed in their learning journey.

Responsibilities:

• Provide prompt and professional responses to participants via phone, email, text chat, live chat, and other communication methods.

• Troubleshoot, evaluate, resolve, and triage calls and support issues according to company guidelines.

• Ensure all participants have access to applicable platforms, including Online Communities and online courses.

• Provide support for activities such as resetting passwords, software setup, and internet connectivity issues.

• Assist with online classroom components, including event management, recordings, and instructor support.

• Provide feedback on the quality of online instructor delivery.

• Input data into student support tracking systems or CRM (e.g., HubSpot) related to education and user support.

• Engage in proactive communication efforts via outbound calls, texts, and emails to encourage participant engagement and attendance in in-person classes.

• Assist with reporting requests, continuously seeking opportunities to improve customer support processes and overall efficiency.

Qualifications:

• Required work-related experience in customer service, call centers, customer support, and database administration.

• Proficiency in Windows PC, Internet navigation, CRM systems (HubSpot, etc.), and Microsoft Office products.

• Excellent oral and written communication skills are required (answering phones, monitoring/supporting virtual classrooms, answering emails, and responding to verbal requests).

• A desire to support online student participants and apply critical thinking to resolve issues.

• Must be detail-oriented, able to handle multiple tasks simultaneously, and adapt to shifting priorities.

• Must maintain a friendly and professional demeanor, both in-person and over the phone.

• Entry-level knowledge in computer hardware and software technology.

• Must be available to work nights and weekends as required.

Job Benefits:

• Health, Dental, Vision, Life, Holiday, and Paid Time Off.

• Non-corporate, casual, entrepreneurial, comfortable, fun, and proactive work environment.

• High-level performers, disciplined, and self-motivated people will do very well in this environment.

Life Surge is an Equal Opportunity Employer. We value diversity and seek to empower each individual while supporting the many perspectives, skills, and experiences within our workforce. All employment is decided based on qualifications, merit, and business needs.