Chat Support Agent

Chat Support Agent – School of Science and Technology

About the Role

We are seeking a dynamic and customer‑focused Chat Support Agent. This full‑time position is designed for professionals who thrive in a remote work environment and possess a strong ability to communicate clearly, solve problems efficiently, and maintain a positive brand image through written interactions. As the first point of contact for students, parents, and partners, you will play a crucial role in ensuring a seamless experience across our digital learning platforms.

Key Responsibilities

• Respond to inbound chat inquiries promptly, providing accurate information about courses, enrollment procedures, technical issues, and general support topics.

• Diagnose and troubleshoot common technical problems, escalating complex cases to the appropriate technical team while keeping the user informed of progress.

• Maintain detailed records of each interaction in our CRM system, ensuring data integrity and facilitating future follow‑up.

• Identify recurring issues and collaborate with product and curriculum teams to suggest improvements that enhance the overall user experience.

• Meet or exceed established service level agreements (SLAs) for response time, resolution time, and customer satisfaction scores.

• Participate in regular training sessions and knowledge‑base updates to stay current with new course offerings, platform features, and policy changes.

• Contribute to a positive team culture by sharing best practices, offering peer support, and actively engaging in departmental meetings.

Required Experience & Skills

• Experience: 2‑10 years of professional experience in chat support, customer service, or a related field, demonstrating a track record of handling high‑volume, text‑based interactions.

• Proven ability to communicate complex information in a clear, concise, and friendly manner using written language.

• Strong problem‑solving skills with the capacity to quickly assess situations, prioritize actions, and deliver effective solutions.

• Familiarity with CRM or ticketing tools (e.g., Zendesk, Freshdesk, Intercom) and basic proficiency in navigating multiple software platforms simultaneously.

• Excellent time‑management and multitasking abilities, ensuring that multiple chat sessions can be handled without compromising quality.

• High level of digital literacy, including comfort with common office suites, collaboration tools (e.g., Slack, Microsoft Teams), and basic troubleshooting of web‑based applications.

• Ability to work independently in a remote setting while staying aligned with team goals and company standards.

Preferred Qualifications

• Experience in the education technology sector or familiarity with online learning environments.

• Knowledge of basic HTML/CSS or ability to guide users through simple technical steps.

• Multilingual capabilities, especially in languages commonly spoken by our student base, are a plus.

What We Offer

• A fully remote work model that provides flexibility and work‑life balance.

• Competitive full‑time compensation aligned with industry standards for experienced chat support professionals.

• Ongoing professional development opportunities, including access to our own course catalog to enhance your knowledge and career growth.

• Collaborative and inclusive team culture within the Aykut cam department, where ideas are welcomed and contributions are recognized.

• Access to modern communication and productivity tools to support efficient remote work.

Why Join School of Science and Technology?

At School of Science and Technology, we are dedicated to empowering learners worldwide through innovative, science‑focused curricula. Our commitment to excellence extends to every touchpoint, and our support team is a vital component of that mission. By joining us, you will help shape the educational journey of thousands of students while advancing your own career in a supportive, forward‑thinking environment.

Application Process

If you meet the experience criteria and are excited about delivering top‑tier chat support in a remote setting, we encourage you to apply. Please submit your resume and a brief cover letter highlighting relevant experience and why you are a good fit for the Aykut cam team at School of Science and Technology.

We look forward to welcoming a dedicated professional who is ready to make a meaningful impact through exceptional digital communication.