Support & Solutions Representative

Kaplan Test Prep

. Receive and resolve student and faculty inquiries in a fast-paced call- and web-based operations center .

Posted 9/24/2026full-timeRemote • United StatesJunior💰 $31,200 - $78,647 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support and customer service, effectively resolving inquiries and troubleshooting issues across various platforms. Proficient in documenting incidents and meeting productivity goals in a fast-paced environment.

Highest-signal resume keywords

Technical Support ExperienceCustomer Service SkillsMicrosoft Office ProficiencyWindows OS KnowledgeInbound Support Environment Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical TroubleshootingIncident DocumentationIssue ResolutionProductivity Goal AchievementSoftware Support

Soft Skills

Strong Communication SkillsProblem-Solving AbilityInterpersonal Skills

Tools & Technologies

University Platform ToolsBusiness-Related Applications

Certifications & Qualifications

High School Diploma

Industry Keywords

Call Center OperationsTechnical SupportCustomer InquiriesEscalation ProceduresFirst-Call Resolution

About the role

Key responsibilities & impact

Receive and resolve student and faculty inquiries in a fast-paced call- and web-based operations center
Educate and troubleshoot technical support issues including usernames/passwords, software, hardware, and university platform tools
Identify and troubleshoot incidents, then document and retrieve pertinent information for logging, tracking, and escalation
Complete detailed summary forms for issues escalated to higher levels in the technology department
Meet productivity goals including contacts per hour, caller satisfaction, and first-call resolution
Solve multiple issues per call and probe to prevent further calls from students and faculty
Provide support for internal departments including Admissions, Education Advising, Financial Aid, Career Services, and Student Relations
Handle inquiries via phone, chat, and email
Perform other duties as assigned by the Technical Support Manager, Supervisor, Team Leads, or senior personnel

Requirements

What you’ll need

High School Diploma
1+ years' related experience
Experience in an inbound technical support environment
Ability to use Microsoft Office programs, Windows OS, and browsers, and 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

Benefits

Comp & perks

Remote work provides a flexible work/life balance
Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure)
Tuition assistance and substantial discounts for employees and close family members
Comprehensive health benefits with new hire eligibility starting on day 1 of employment
Generous Paid Time Off including paid holidays, vacation, personal, sick paid time-off, one volunteer day, and one diversity and inclusion day