Acadeum Support Specialist Remote · Full time Company website

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Acadeum helps colleges and universities quickly expand academic portfolios with in-demand certifications, courses, programs, and degrees to attract and retain learners along the education-career continuum. More than 500 higher education institutions use the Acadeum network and technology platform to expand academic capacity, helping to keep learners on track to graduation, generate and recover revenue, bolster existing or launch new programs, and attract new populations of learners with workforce-aligned curricula and stackable certifications.

Key Responsibilities:

• Guide users through the Acadeum platform and its functionalities, and provide educational resources on how to effectively navigate and utilize the system.
• Assist students and administrators in locating and enrolling in desired courses within the Course Share network, ensuring they meet their academic needs and requirements.
• Provide technical assistance to students, facilitating their access to teaching institutions' systems and resolving any login or access issues.
• Investigate and resolve user-reported website issues, effectively differentiating between user error and potential bugs, and escalating technical issues to the Product team when necessary.
• Proactively identify and reach out to students who have fallen behind in their coursework, offering personalized support and guidance to help them re-engage and get back on track.
• Facilitate and manage communication between students, school administrators, and internal departments at Acadeum, ensuring seamless information flow and issue resolution.
• Oversee and execute administrative processes on the Acadeum platform, including user account management, data entry, and record-keeping.
• Develop specialized knowledge in additional areas of support, such as financial aid, academic advising, or technical troubleshooting, to provide comprehensive assistance to users.

Requirements and Competencies:

• Excellent written communication skills, and the ability to type at least 50 words per minute
• Comprehensive understanding of the higher education experience, including academic structures, student life, and common challenges faced by students.
• Bachelor's degree or working experience in higher education or customer service roles.
• Demonstrated ability to de-escalate frustrated users, actively listen, and find effective solutions.
• Technical proficiency and comfort with troubleshooting basic website issues, including identifying error messages, clearing browser caches, and navigating website functionalities.

Preferred but not required:

• Experience with Zendesk or similar ticketing systems, demonstrating proficiency in ticket management, categorization, and resolution.
• Proficiency in using Microsoft Excel or Google Sheets to search, filter, and analyze data, enabling efficient data management and reporting.
• Experience with Hubspot, Salesforce, or similar Customer Relationship Management platforms, showcasing the ability to manage customer relationships, track interactions, and maintain accurate records.
• In-depth knowledge or experience in academic operations, particularly within registrar and advising departments, providing a comprehensive understanding of academic processes and procedures.

Benefits

• Comprehensive coverage including Medical, Dental, Vision , Life, Disability, HSA/FSA options, and voluntary insurance plans. 

Last updated: September 2026

Acadeum is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.