What are the responsibilities and job description for the Program Support Representative (US-Based) position at International Scholarship and Tuition Services, Inc. (ISTS)?
Program Support Representative
Summary/Objective
If you’re someone who can empathize with others, learn quickly, and bring patience, resilience, and a get-it-done attitude to the table—we’d love to hear from you! We’re looking for a Program Support Representative to help guide scholarship and tuition assistance applicants, making the process as smooth, supportive, and even fun as possible.
Position Type/Expected Hours of Work
Our Program Support Representatives respond to inquiries between 7 AM -7 PM CST Monday-Friday and 9 AM – 6 PM CST on Saturday.
This is a part-time role requiring a minimum of 20–25 hours per week, typically worked in 4-hour shifts.
Scheduled hours may vary due to business needs and must be available to work 1-2 Saturdays per month.
Key Responsibilities
Document Processing: The ability to ensure all application documents are processed per the client’s business requirements.
This job operates in a professional remote work environment. This role requires the use of a computer and dual monitors.
Much of the typical workday is computer-based. A fast, reliable internet connection is required for remote work.
Summary/Objective
If you’re someone who can empathize with others, learn quickly, and bring patience, resilience, and a get-it-done attitude to the table—we’d love to hear from you! We’re looking for a Program Support Representative to help guide scholarship and tuition assistance applicants, making the process as smooth, supportive, and even fun as possible.
Position Type/Expected Hours of Work
Our Program Support Representatives respond to inquiries between 7 AM -7 PM CST Monday-Friday and 9 AM – 6 PM CST on Saturday.
This is a part-time role requiring a minimum of 20–25 hours per week, typically worked in 4-hour shifts.
Scheduled hours may vary due to business needs and must be available to work 1-2 Saturdays per month.
Key Responsibilities
Document Processing: The ability to ensure all application documents are processed per the client’s business requirements.
- Ability to properly store or input documentation into a software system
- Maintain the integrity of documents by reviewing and validating as necessary
- Develop and maintain document retrieval to support efficient system usage
- Provide administrative task assistance inclusive of research and data entry
- Predict and prioritize the client’s needs and trends based on the daily work
- Partner with division stakeholders to track applicant behavior to increase satisfaction
- Measure the applicant experience based on processing history
- Effectively communicate with the division ways to increase productivity
- Respond to inquiries about our clients’ educational assistance programs
- Meet or exceed Service Level Agreement expectations
- Demonstrate a professional image in our interactions
- Use resources to educate yourself and maintain a high level of program knowledge
- Detail-oriented
- Ability to work well cross-divisional within the department
- Maintain adequate knowledge of all internal software and systems
- Written and verbal communication
- Adaptability, as well as skills in dealing with uncertainties.
- Fluency with Office 365 products (Outlook, Word, Teams) and SharePoint
- Manages Complexity
- Decision Quality
- Plans & Aligns
- Customer Focus
- Drives Results
- Communicates Effectively
- Associate degree or equivalent experience
- Zendesk Proficiency
- Remote/Digital Customer Support experience
- Previous experience with computer-based work and Office 365 products
This job operates in a professional remote work environment. This role requires the use of a computer and dual monitors.
Much of the typical workday is computer-based. A fast, reliable internet connection is required for remote work.