User Support Assistant – Flexibility for rotating shifts.

Description

Position Summary: Responsible for addressing and following up on requests from teacher-students through various channels, providing clear and timely information to positively impact their experience. Key Highlights: 1. Attention and follow-up to teacher-students via phone calls and digital channels. 2. Referral of special cases and guidance on academic processes. 3. Contribution to the continuous improvement of the user experience. In this role, you will be responsible for providing attention and follow-up to requests from teacher-students via phone calls, chat, and digital channels, delivering clear and timely information regarding academic, administrative, and service-related processes. Your work will align with our institutional mission, generating impact on student experience, service quality, and student retention. Your main challenges: · Providing attention to teacher-students via phone calls and digital channels to resolve questions about academic, administrative, and service-related processes. · Referring and following up on special cases of teacher-students with the corresponding departments to ensure timely resolution of incidents. · Guiding teacher-students through enrollment and re-enrollment processes by providing clear information on deadlines, benefits, and required steps. · Recording and categorizing interactions with teacher-students in institutional systems to ensure reliable information and traceability in service delivery. · Ensuring service quality by adhering to service protocols and meeting service performance indicators. · Contributing to the continuous improvement of the user experience through clear, empathetic, and efficient support. Profile We Are Seeking Essential Requirements: · Experience in customer service, user support, or contact center operations. · Proficiency with digital tools, service tracking systems, and Microsoft Office suite. · Strong communication skills, service orientation, and process-follow-up capabilities. Desirable: · Education: Incomplete or completed Bachelor’s degree in administrative, educational, or related fields. · Experience: Experience in educational institutions or supporting students. · Skills: Service orientation, organization, teamwork, and problem-solving abilities. Your Impact at UNITEC At UNITEC, we strive to deliver high-quality, practical, accessible, and transformative education. Here, you won’t just join a university—you’ll become part of a project that drives the professional development of thousands of students aiming to build a better future. Being part of UNITEC means creating tangible impact: training highly employable individuals grounded in values, equipped with solid competencies, and deeply committed to their communities. Diversity and Inclusion At UNITEC, talent knows no limits. We take pride in offering equal opportunities and celebrating diversity in all its forms. All qualified candidates will be considered without regard to race, religion, nationality, sex, marital status, sexual orientation, disability, age, or any other legally protected characteristic. At this workplace, requesting medical certificates confirming non-pregnancy or HIV-negative status as a condition for hiring, continued employment, or promotion is strictly prohibited. Ready to transform lives with us? -Requirements- Minimum education: Higher education – Bachelor’s degree 2 years of experience Keywords: helper, assistant, auxiliary, aux, assistant, helper, aide, care