Job Description
The Member Support Representatives are the first line of assistance for users of Parchment's products within Higher Education and K12 Institutions. 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. 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).
About Instructure
Instructure believes in the power of people to grow and succeed throughout their lives by creating intuitive products that simplify learning.