Senior Live Operations Specialist

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November 24

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Kaplan Test Prep

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Education • B2C • Healthcare Insurance

Kaplan Test Prep is a leading provider of educational services, offering test preparation courses for a wide range of standardized exams. These include college admissions tests like the ACT and SAT, graduate school exams such as the GMAT, GRE, and LSAT, and professional licensing exams in fields like healthcare and law. Kaplan emphasizes realistic practice with custom-built study plans, performance tracking, and personalized support to help students achieve their desired test scores. With a focus on comprehensive educational resources and expert guidance, Kaplan is dedicated to helping students gain admission to their chosen schools and succeed in their careers.

1001 - 5000 employees

Founded 1938

📚 Education

👥 B2C

⚕️ Healthcare Insurance

📋 Description

• Manage and oversee all classroom and event activity for session we support • Check faculty as they arrive for sessions that we support • Find replacement faculty if needed in an emergency • Collaborate with the Instructional Platform Operations team to ensure platform stability for online sessions • Facilitate communication for in-person faculty with on-site personnel for in-person sessions we support • Lead a team of part-time Live Operations Specialists to support faculty during live instruction • Conduct daily UAT of platform scheduling • Conduct proactive checks of LMS routing when issues are reported • Provide general technical support, systems administration, platform support (including Zoom), and overall service and technical orchestration for our Live Online experience • Maintain expert-level knowledge of technical requirements and best practices for all platforms that Live Online sessions are hosted on • Provide resolution to a wide range of technical issues with time-sensitive results. • Assist with UAT during platform upgrades • Manage communication to students, faculty, national service teams, and leadership teams • Send student alerts in the event of a class cancellation or platform outage • Coordinate with faculty to provide platform updates • Lead escalations to technical teams and other key stakeholders during platform issues and outages • Provide platform support for consistent delivery of service for our students, including crisis management and resolution for any staffing, platform, or service issue that arises • Serve as the first point of contact for any in-session faculty technical issues • Provide faculty support with directing students to the appropriate technical escalation path • Assist with scheduling and staffing part-time Live Operations Specialists • Assist with daily UAT for recordings provided to students. • Document all activity and incidents occurring during programming we support • Follow SOPs for documenting common incidents, helping to update those SOPs as needed • Drive incidents that require follow-up to resolution

🎯 Requirements

• Bachelor’s degree or equivalent, any area of study • 1 year experience with live support help desk or related function • 1 year experience with technical troubleshooting • 1 year experience managing a team (live or remote) • 1 year experience in customer service (internal or external) • Ability to work flexible schedule, including evenings and weekends • Understanding of network infrastructure, streaming media • Strong background in Windows/OSX operating system • Good understanding of web streaming technologies • Affinity for learning new platforms and applications • Excellent written and verbal communication • Proven track record of service escalation handling and resolution • Project management experience​

🏖️ Benefits

• Remote work provides a flexible work/life balance • Comprehensive Retirement Package automatically enrolled in The Company Contribution Plan (8-10% annual company contribution based on tenure) • Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members • Comprehensive health benefits new hire eligibility starts on day 1 of employment • Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities