Student Support Coach | FTC

As a Student Support Coach at HyperionDev, your main responsibilities include managing day-to-day student inquiries through our ticketing system, delivering personalized support, and producing detailed reports on student progress and satisfaction. You'll analyze data regarding student interactions to improve retention and graduation rates, while also engaging with inactive students to help them succeed.

To be considered for the Student Support Coach role at HyperionDev, you should have a completed Matric qualification along with excellent written and verbal communication skills. You also need at least 2 years of experience in customer support or a student success role, and familiarity with customer satisfaction metrics and ticketing systems is essential.

The Student Support Coach at HyperionDev plays a vital role in ensuring student success by providing tailored support throughout their learning journey. They monitor student progress, address queries, and facilitate positive engagement, enabling students to overcome challenges and achieve their coding bootcamp goals.

HyperionDev fosters a remote-friendly and flexible work environment for the Student Support Coach. This means you can work from wherever you’re most productive while being part of a dynamic team dedicated to redefining tech education through collaboration and mentorship.

Yes, there are ample growth opportunities for a Student Support Coach at HyperionDev. With the company's focus on learning and improvement, you're encouraged to develop your skills and explore various career paths within the organization as it continues to expand in the ed-tech space.

When answering this question, highlight your familiarity with ticket management systems like Zendesk or Intercom. Discuss any specific instances where you efficiently handled tickets, categorized them, and analyzed data for improvements, demonstrating your organizational and analytical skills.

For this question, emphasize your proactive communication skills. Explain how you would reach out to the student, assess their challenges, and collaborate with them to create a plan that leads to their successful graduation, showing your commitment to student engagement.

When discussing strategies to improve student satisfaction, consider mentioning regular feedback surveys, personalized support touchpoints, and data evaluation to identify trends. This approach will showcase your analytical thinking and commitment to continuous improvement.

In your answer, share your approach to prioritizing inquiries based on urgency and importance. You might illustrate this with a past experience where you successfully managed multiple requests, ensuring timely resolutions for each student's needs.

Express your passion for education and technology in your answer. Highlight how HyperionDev's mission aligns with your values and how you believe you can contribute positively to the students' experiences in their journey to becoming skilled professionals.

Discuss HyperionDev's integration of personalized mentorship and coding bootcamps, emphasizing your appreciation for the proactive and supportive nature of their approach. Showing understanding of the company's values will highlight your fit with their culture.

Provide a specific instance where you analyzed data related to customer or student feedback, which led to actionable improvements in service or processes. This demonstrates your analytical capabilities and understanding of the impact data can have in driving effective support.

Mention specific resources like journals, webinars, or online courses you follow to stay informed about educational trends. This showcases your commitment to continuous learning and your interest in contributing positively to the education sector.

Discuss the significance of clear and empathetic communication in establishing trust with students. Illustrate how effective communication can help preempt concerns and build better support channels for enhancing student experience.

Describe your strategy for encouraging satisfied students to leave positive reviews, such as prompting feedback after resolving issues. Highlight the importance of building relationships and engaging with students to foster a community of support.