Member Support Representative

Member Support Representative - Parchment

Position Overview

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. Our Member Support Representatives are the first line of assistance for users of Parchment's products within Higher Education and K12 Institutions we serve. From the point of implementation throughout the life of the engagement, the MSR is there to assist the Office of the Registrar, Admissions, IT and other key stakeholders.

Responsibilities

• Directly supporting students in course discovery and registration through email, chat and voice channels.
• Directly support client administrators in using subscribed products.
• Triage student questions and remove obstacles to applications.
• Acknowledge and resolve application errors preventing the student from enrollment.
• Collaborate with Implementations and Product teams to diagnose and resolve technical issues.
• Process student application submissions through Salesforce CRM.
• Audit client course exchanges for accuracy, functionality, and ease of use.
• Elevate customer feedback to key stakeholders for continuous improvement.
• Recommend strategies for increasing student engagement (applications and conversions).

Requirements

• Ability to think independently and critically
• Proven record of delivering against commitments
• Demonstrates accountability and ownership of decisions
• Comfortable in a fast paced, constantly evolving environment
• Effectively communicate information to key stakeholders within organization
• Willingness to shift priorities and focus
• Customer Centric
• Collaborative
• Creative

Bonus Qualifications

• Prior work experience providing customer service
• Supporting students in higher education setting (highly preferred)
• Four year college degree (preferred)
• Technology and Platform experience:
  • Salesforce products (preferred)
  • Microsoft and G Suite (preferred)

Employment Type

• Full-time

Salary

• $50,000 - $50,000 a year

Company Information

At Instructure, we believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes. Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.

What We Offer:

• Competitive compensation and participation in Instructure’s equity program.
• Flexible schedules and a remote-friendly culture, with hybrid or onsite work available in some regions for specific jobs.
• Generous paid time off, including global holidays and our annual “Dim the Lights” company-wide shutdown from December 26 to December 31.
• Comprehensive wellness programs and mental health support.
• Annual learning and development stipends to support your growth.
• The technology and tools you need to do your best work—typically a Mac, with PC options available in some locations.
• Motivosity employee recognition program.
• A culture rooted in inclusivity, support, and meaningful connection.

Application Instructions

• All employees must pass a background check as part of the hiring process.
• To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.
• Any attempt to misrepresent personal or professional information will result in disqualification.