Every day, students and teachers reach out hoping for someone who can guide them with patience, clarity, and real support. This role places you right at that moment — the moment where a friendly voice or a helpful message can turn confusion into confidence. As a Support & Solutions Representative, you become the steady hand that helps people access their courses, fix their tech issues, and feel supported throughout their learning journey. It’s a remote position built for people who enjoy helping others, like solving practical problems, and want to make a real difference from the comfort of home.
Job Type: Full-Time
Salary: $31,200 – $78,647 (Salary Grade A)
Firm: Kaplan
Location: Remote, US
Work Schedule:
- Tuesday–Saturday, 3:30 PM–12:00 AM EST
- Sunday–Thursday, 3:30 PM–12:00 AM EST
Language: English
About Kaplan
For over 80 years, Kaplan has been a leader in education and professional growth. As a global company working at the intersection of education and technology, Kaplan focuses on collaboration, innovation, and creativity to deliver an excellent learning experience. Kaplan aims to inspire positive change and create a great place to work.
Position Summary
Support & Solutions Representatives handle student and faculty inquiries in a fast-paced call and web-based operations center. This role supports both technical and non-technical service requests for Purdue Global (PG) students and faculty and assists with daily administrative tasks.
Available Schedules
Tuesday–Saturday: 3:30 PM – 12:00 AM EST (Off Sunday & Monday)
Sunday–Thursday: 3:30 PM – 12:00 AM EST (Off Monday & Tuesday)
Key Responsibilities
- Receive and resolve student and faculty inquiries via phone, chat, and email.
- Provide technical assistance (username/password issues, software, hardware, and university platform tools).
- Identify, troubleshoot, and document incidents, including gathering and recording key information for tracking and escalation.
- Prepare detailed summaries for issues escalated to higher-level technical teams.
- Meet productivity goals such as contacts per hour, caller satisfaction, and first-call resolution.
- Solve multiple issues per interaction and ask probing questions to avoid repeat contacts.
- Support internal departments, including Admissions, Education Advising, Financial Aid, Career Services, and Student Relations.
- Perform additional duties assigned by the Technical Support Manager, Supervisors, Team Leads, or senior staff.
Minimum Qualifications
- High school diploma.
- 1+ year of related experience.
- Experience in an inbound technical support environment.
- Ability to use Microsoft Office, Windows OS, web browsers, and learn new applications.
- Strong customer service skills.
- Ability to clearly communicate technical information and resolve issues on first contact.
Compensation
Kaplan has three salary grades for full-time positions.
This role is Salary Grade A, with a pay range of $31,200–$78,647.
Final compensation is based on qualifications, experience, skills, education, and market data.
Kaplan is an equal opportunity employer and follows all federal and state wage laws.
Benefits
- Remote work for better work/life balance.
- Comprehensive retirement plan with automatic company contribution (8–10%, based on tenure).
- Gift of Knowledge Program: tuition assistance and large discounts for employees and close family members.
- Health benefits starting on the first day of employment.
- Generous Paid Time Off: holidays, vacation, personal days, sick time, one volunteer day, and one diversity & inclusion day.
Review the full job description and start your application directly on the job site.