Career Center Support Specialist

As a Career Center Support Specialist at Wiley, you'll be responsible for responding to employer inquiries across various communication channels, ensuring timely resolution of issues. You'll also provide first-line technical support, assist with account management, and ensure data integrity by resolving any duplicate records. Your role will involve troubleshooting technical issues related to job postings, facilitating password resets, and collaborating with internal teams to tackle complex inquiries. All these efforts contribute to ensuring a seamless experience for our employers.

Candidates interested in the Career Center Support Specialist position at Wiley should ideally have a background in customer support or technical assistance. Strong communication and problem-solving skills are crucial, as well as a passion for helping others. Familiarity with database management and troubleshooting is beneficial. Being adaptable and able to learn about various platforms quickly will also serve you well in this dynamic role, aligning with Wiley's commitment to continuous learning.

Wiley prioritizes the health and well-being of its employees, including Career Center Support Specialists, by fostering a supportive work environment. We offer initiatives such as meeting-free Friday afternoons dedicated to professional development and uninterrupted work time. Our comprehensive benefits package and commitment to fair, transparent pay further reflect our dedication to promoting employee satisfaction and work-life balance.

The Career Center Support Specialist plays a pivotal role in enhancing the overall experience for employers, which directly supports Wiley's mission to empower knowledge-seekers. By ensuring that employer inquiries are handled promptly and effectively, specialists help maintain a trustworthy relationship between Wiley and its partners. Your contributions will not only improve service quality but also align with Wiley's commitment to breaking down barriers for innovators.

Wiley is dedicated to supporting the continuous learning and professional development of its employees, including Career Center Support Specialists. As you grow in your role, you’ll have access to training programs and the opportunity to collaborate with various teams. Given the company's focus on internal mobility, there are numerous pathways for advancement within the organization, allowing you to explore new roles and broaden your skill set.

When prioritizing tasks as a Career Center Support Specialist, it's vital to assess the urgency and impact of each inquiry. I typically start by addressing any time-sensitive issues, ensuring that employers receive quick responses. Next, I review ongoing tasks, organizing them based on the complexity and the level of support required. By keeping a prioritized list, I ensure that I can efficiently manage my workload while providing exceptional service to employers.

In my previous role, an employer faced a technical issue that was hindering their job postings. I listened carefully to their concerns, empathized with their frustration, and assured them that I would resolve the issue promptly. After troubleshooting, I discovered the root cause of the problem and provided a solution. I followed up to ensure that the employer was satisfied. This experience underscored the importance of patience, clear communication, and thorough problem-solving in support roles.

To maintain positive relationships with employers, I prioritize open and transparent communication. I make sure they feel heard by actively listening to their concerns and needs. I also follow up with them after resolving issues to ensure they're happy with the outcome and gather feedback for future improvements. Building rapport and showing genuine interest in their success helps create lasting partnerships.

Handling multiple inquiries simultaneously requires organization and efficiency. I use tools such as ticketing systems to track inquiries and prioritize them based on urgency. I make sure to clearly document each interaction, so I can address follow-up needs without missing any details. If necessary, I'll delegate tasks to ensure that all inquiries are resolved in a timely manner while maintaining the quality of service.

When troubleshooting technical issues, I first gather as much information as possible from the employer about the problem they're encountering. I ask targeted questions to identify the specifics of the issue and any patterns that might help. Then, I replicate the problem, if possible, to get a clearer understanding. Finally, I research potential solutions and communicate them clearly to the employer, keeping them updated throughout the process.

I am drawn to the Career Center Support Specialist role at Wiley because of the company’s strong focus on unlocking human potential through education and support. I admire Wiley's commitment to fostering a diverse workplace and promoting continuous learning, which aligns with my personal values. I believe that this role will allow me to leverage my skills in customer service while contributing to a team that is dedicated to empowering knowledge-seekers worldwide.

I stay updated on system changes and industry best practices by participating in regular training sessions and webinars provided by my employer. I also subscribe to relevant newsletters and online forums where I can learn from other professionals in the field. Being proactive in seeking out information and sharing insights with colleagues helps keep everyone informed and aligned.

I am experienced with various support-related tools such as ticketing systems like Zendesk, which streamline the management of inquiries, as well as CRM platforms for maintaining customer data. I am comfortable using collaboration tools like Slack and Microsoft Teams for effective communication with my team, and I have a solid understanding of database management systems that assist in ensuring data integrity.

In a situation where an employer is unhappy with the service, I would first listen carefully to their concerns without interrupting. Empathetic listening is essential to understanding their perspective. I would then apologize for any inconvenience caused and assure them that I am committed to resolving their issue. After discussing the situation, I would take active steps to rectify the problem while keeping them informed of progress, and follow up after the resolution to ensure their satisfaction.

I am motivated in a support role by the opportunity to help others solve their challenges and improve their experiences. The satisfaction of resolving issues and knowing that my assistance makes a difference keeps me engaged. I also take pride in contributing to a positive workplace culture where collaboration and learning are encouraged, which aligns perfectly with Wiley's mission.