Help Desk Admin

Role Overview

As our Help Desk Admin, you'll be the first point of contact for learners navigating our bootcamps, webinars, and mentorship programs. This role exists to ensure every learner receives timely, accurate support that keeps them on track. You'll help resolve technical issues, answer questions about program structure, and escalate complex cases to the right team members. Your work directly impacts learner satisfaction and completion rates.

Key Responsibilities

• •Respond to learner inquiries via email, chat, and support tickets within defined SLA timeframes
• •Troubleshoot access issues, payment questions, and platform navigation problems
• •Maintain a knowledge base of common issues and solutions
• •Escalate technical bugs or account issues to engineering or admin teams
• •Track support metrics (response time, resolution rate, learner satisfaction)
• •Coordinate with instructors and program managers for learner-specific concerns
• •Document recurring issues and suggest process improvements
• •Assist with onboarding new learners and ensuring they understand program expectations

Requirements

• ✓2+ years experience in customer support, help desk, or learner support roles
• ✓Strong written communication skills with attention to clarity and tone
• ✓Comfortable using ticketing systems, CRM tools, and collaboration platforms
• ✓Ability to troubleshoot basic technical issues (login problems, browser compatibility, etc.)
• ✓Self-directed and organized with ability to manage multiple tickets simultaneously
• ✓Available for at least 15–20 hours per week during business hours (flexible schedule)

Nice-to-Have

• +Experience supporting learners in online education or bootcamp environments
• +Basic understanding of cloud platforms (AWS, Azure, or Google Cloud)
• +Familiarity with Notion, Slack, Zendesk, or similar tools
• +Experience documenting processes or creating learner-facing guides

Success Metrics

After 30–90 days, success in this role looks like:

• →Responding to 90%+ of support tickets within 4 hours
• →Resolving 70%+ of issues without escalation
• →Maintaining a learner satisfaction score above 4.5/5
• →Building a knowledge base with at least 20 documented solutions
• →Identifying and reporting 3+ recurring issues or improvement opportunities

Compensation & Commitment