Student Support Representative - Berklee College of Music in Boston Massachusetts

Unfortunately, this job is expired as of 2/2/2016.

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Berklee College of Music

Boston, Massachusetts

United States

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Detailed Job Description

Berklee Online is the online extension school of Berklee College of Music, the world’s premier institution for the study of contemporary music for seventy years.  Berklee Online is the leader in online education for the next generation of producers, performers, and entrepreneurs in the evolving music industry. As such, jobs at Berklee Online are fast-paced, collaborative, and have the feel and agility of a startup, but operate under the umbrella of an established, world-renowned music education institution.

Under the supervision of the Associate Director of Student Support and Quality Assurance, the Student Support Representative oversees the daily support needs for all Berklee Online students. This position maintains student relationships, identifies and eliminates student problems, and streamlines user experience.. This position is responsible for contacting current and prospective students, answering questions regarding online classes and website support, assist with retention and helps drive overall student success through excellent customer support.

Use of Capabilities (Illustrated by Typical Activities)

  1. Works closely with students in identifying and assisting with their support needs via phone, email and chat.
  2. Works with the Associate Director of Student Support and Quality Assurance to develop a student feedback process to collect information and communicate it across the department.
  3. Work additional and/or modified hours during heavy enrollment periods.
  4. Support tech and administration for private lessons.
  5. Additional endeavors include issuing of student ID cards, Pro Tools books and exams, and other student support initiatives as described by the Associate Director of Student Support and Quality Assurance.
  6. Create and maintain a knowledge base including software tutorials.

Required Skills

  1. Very pleasant personality, friendly and supportive nature.
  2. Excellent written and verbal communication skills.
  3. Strong organizational skills and the ability to meet deadlines, prioritize and work on multiple projects simultaneously with great efficiency and attention to detail.
  4. Ability to communicate effectively with course development, marketing and management personnel.
  5. Must be a self-starter who works well with others in a team-oriented environment.
  6. Demonstrated capacity to develop & maintain effective working relationships with individuals & organizations reflecting a broad range of identities, perspectives & experiences.

Required Experience

  1. A minimum of 2+ years of relatable experience.
  2. Bachelor's degree required.
  3. Knowledge of software technologies including Pro Tools, Logic, Reason, Ableton, Finale, Sibelius, Cubase, SONAR, GarageBand, Audacity and others.
  4. Knowledge of web browsers, multimedia plugins and chat software.
  5. Experience with MIDI, sound cards, mixers, signal processing and audio path basics.
  6. Windows and Mac literate.
  7. Experience in customer service or similar position at an Internet or retail-oriented company required.

Berklee College of Music is committed to increasing the diversity of the college community and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.

Keyword Phrases

  • Student Support Representative
  • Learning lab for the music of today
  • Cultivating the musicianship of all students
  • Holistic and constantly evolving diversity
  • Student Affairs and Services
  • Extension & Outreach
Employment Type:Administrative Staff
Degree Required: Bachelors
Experience: See Job Description
Level of Job: See Job Description
Salary: See Job Description
Type of School:4 - Year / Masters Institution
Application Requirements: CV/Resume
Cover Letter