The Academic Support Specialist is accountable for supporting and executing individual, business, and partner consumer functions and associated tasks within the Americas division. This includes working collaboratively with various divisions within EC-Council and with EC-Council affiliates to understand associated products, processes, procurement, resources, and information specific to sales throughout the Americas. The ideal employee will be responsible for CRM database entry and management, cross division procurement functions, customer telephone and email support, vendor and business partner processes and functions, operational projects management, and much more. This position will provide customer service and support for several divisions within the Americas region to maintain a high level of service within partner and sales functions. This role is highly influential in ensuring all sales, support, partner, and procurement processes are established, implemented, and maintained properly in an organized manner.

Under the direction of the EC-Council Operations Manager, the Academic Support Specialist provides service, support, and guidance for customer-oriented processes and function. The role will support and cultivate relationships with EC-Council customers and partners to ensure a positive customer experience. Within the working environment, activities will be performed in an environmentally controlled office setting and may be subject to extended periods of sitting while working on a computer, but also may be required to stand for varying lengths of time and walk moderate distances to perform work.

Minimum Qualifications:Associates or bachelor’s degree in the field of Business, or a technology-related discipline closely related is preferred. Equivalent combinations of experience and/or education from which comparable knowledge, skills, and abilities have been achieved are also acceptable.

Essential Skills:

• Excellent communication skills (both verbal and written)
• Excellent Microsoft Office skills
• Excellent data processing and note taking skills
• Excellent time management skills
• Ability to learn new LMS platforms easily and demonstrate knowledge
• The ability to work in a team environment

Desired Qualifications:

• An understanding of basic accounting and procurement functions
• Ability to coordinate and manage sales, product, and customer processes
• Experience working with organizations and other external partners in education technology and information security
• Demonstrated knowledge of the principles of exemplary customer service displayed through actively listening, acknowledging, and responding to inquiries
• Demonstrated knowledge of customer relations through taking ownership and resolving each concern or problem as appropriate, exhibiting professionalism and expertise in every interaction
• Develops and follows general practices, policies, and procedures to assist business processes
• The ability to work effectively within a fast-paced, adaptable environment with quickly changing priorities and potentially conflicting deadlines