The Princeton Review Instructor Support Associate (Evening Shift) in New York, New York
*JOB SUMMARY: * Provider Management, the department which oversees onboarding, recruitment, and support for thousands of our tutors – as well as manages customer support for our tens of thousands of students in our various institutional markets – is seeking an Associate who is adept at offering Level 1 Administrative and Technical Support to a portfolio which includes providers, applicants, and end-users of the Homework Help service.
This is a part-time, remote position (preferably in the NY area) centered on our vital evening shift. The Associate is expected to fullfill the following work schedule: Sunday 4pm-10pm, Monday-Thursday 5pm-10pm (all time EST).
The Princeton Review’s Homework Help service is an award-winning online homework help and learning service that connects students to a certified tutor for one-to-one help. Homework Help 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 3000 expert tutors has conducted over 14 million sessions. The Princeton Review’s Homework Help provides a quality educational service to millions of students worldwide.
ESSENTIAL FUNCTIONS: 1. Receive phone calls, assist live customers and respond to voicemails on our Provider and Student hotlines. 2. Manage and respond to support tickets and emails from the aforementioned customers. 3. Be a part of the Quality Control process, reviewing sessions flagged as unsatisfactory and contributing to the session credit workflow. 4. Provide basic assistance for common Technical Support inquiries, escalating to our Level 2 Tech Support call center when necessary. 5. Monitor our live student queue as a background task, keeping an eye on our usage and staffing levels and calling for additional tutor assistance when the situation warrants. 6. Meet on a weekly basis with the Director of Tutor & Customer Support, as well as with fellow team members to go over prevailing issues as well as short and long term goals. 7. Contribute in any way you can with suggestions that could improve our workflow, our customer support strategies, or our service in general. , Requirements: QUALIFICATIONS: 1. Bachelor’s degree. 2. Minimum of two (2) years’ experience in the Customer Service field, preferably in a call center and/or helpdesk environment. 3. Well-versed in the use of Microsoft Word & Microsoft Excel. 4. Ability to learn and master several in-house database and reporting modules, as well as our proprietary Classroom software and any adjacent technologies. 5. Possess strong organizational skills with the ability to meet the needs of a diverse group of end-users. 6. Ability to communicate clearly and effectively, both over the phone and in writing. 7. Capacity to work remotely and independently, seeking out assistance as required.
Equal Opportunity Employer
Requisition Number: TPRNATK3858
Job Title: Instructor Support Associate (Evening Shift)
Department: Corp Test Prep Management Gen
Job Type: Part Time - Permanent
City: New York
State / Province: New York