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Hyperion was founded with an ambition to scale human-led education in programming. We believe that machines can't match humans, and learning to code is best achieved by having a coding educator review your code on a day-by-day basis. top code Hyperion has built an online course platform that allows human code review to be scaled, applying this methodo...
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ABOUT THE ROLE
The Student Support Associate is passionate about seeing our students succeed in their drive to change into a career in tech. They play an integral role in ensuring the continued success of our fast growing student base on our coding bootcamps.
In this role you will deliver high quality student-facing services that are tailored and responsive to the needs of HyperionDev. Involving the day to day management of all tickets logged through our ticketing system, categorising all tickets according to type and urgency, facilitating escalations where applicable, and analysing data on tickets to inform product development in order to optimise processes to improve NPS, student retention, graduation rates and overall satisfaction.
The Student Support Associate role responds timely to student inquiries by providing general information, referrals, and advising services across multiple streams of work, including but not limited to student financial support, admissions, tuition, student records, and supports the execution of the Division’s strategy.
RESPONSIBILITIES
- Analyse and report on data on a weekly and monthly basis relating to student concerns, queries, retention and progress issues to the Student Success Manager
- Analyse and report on data on a weekly and monthly basis relating to student and graduate satisfaction metrics along with public review and referral successes
- Analyse and report on data on a weekly and monthly basis relating to our student base and students who are at risk of disenrollment, pausing, switching and those requiring extensions
- Provide premium, professional and personalised student support for assigned HyperionDev students
- Support and contribute to maintaining, updating and defining student and graduate support processes and policies
- Ensure positive reviews from students are generated on social review platforms
- Identify and engage with lagging, inactive and detractor students to problem solve with them to ensure on time graduation
- Contribute to the overall HyperionDev brand recognition and credibility through student and graduate engagement campaigns
REQUIREMENTS
Minimum
- A completed Matric qualification
- Near-perfect written and verbal communication skills
- Experience with ticket management systems and reporting
- At least 2 years of experience in online customer support or a student success role
- At least 1 year of experience working with CSAT / NPS data and engaging with detractors
- At least 1 year of experience managing public reviews, social media accounts or online community engagement
- Fast learner with meticulous attention to detail
Preferred
- Prior tech startup experience in a high-growth and ambitious environment
- A university degree
- At least 1 year of experience implementing and driving a referral or incentive program
- Experience with Zendesk and Intercom
- At least 6 months of software development experience
- Interest in recent pedagogical advances in computing and online education
- Interest and experience in the coding education and ed-tech space
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