Learning Advisor
Why CBT Nuggets is a great place to work:
Work from anywhere. While we have an office in Eugene, Oregon, the majority of our team works remotely throughout the United States.
We take work-life balance seriously. You’ll work hard at CBT Nuggets, but you’ll also have plenty of time to relax and recharge. We recognize the importance of spending time with your family and friends — and having time for your hobbies and passions.
Enjoy creative freedom. Got ideas that could benefit our learners and organization? We embrace innovation. We are always open to new ideas — and welcome them from everyone on our team.
Get involved in great causes. NuggetLove, our charitable arm, is committed to making a difference. We support a wide range of issues ranging from education to social justice to supporting military personnel who are transitioning to civilian life.
SCOPE & GENERAL PURPOSE OF JOB:
As a member of the Learner Support team, you’ll provide outstanding support to current and potential learners, enabling them to use CBT Nuggets training and services to their fullest potential. You’ll become a CBT Nuggets expert, allowing you to assist learners and work collaboratively with other teams, including Sales, Learner Experience, Finance, Marketing, and Development.
Much of your day will be spent providing direct support via Live Chat, responding to inbound cases in Salesforce, and answering inbound calls. You’ll provide account and billing support, assist with order processing as needed, troubleshoot potential bugs and effectively report them to our development team, document feature requests and future training requests, support internal teams, and more. You will act as the voice of the learner — company-wide.
MEASURES OF SUCCESS:
- Assist each and every learner who makes a request
- Uphold and support CBT Nuggets' core values and Tenets
- Provide exceptional and courteous service to all external and internal constituents of CBT Nuggets
- Provide learners with the support and resources necessary to acquire the most out of their service
PRIMARY RESPONSIBILITIES:
- Provide technical and account support for learners on morning shifts starting as early as 5:00 AM
- Assist with customer orders, including but not limited to order processing, validation, and renewal
- Identify, understand, and efficiently resolve learner requests
- Connect with our learners through varied communication venues, including phone, live chat, CRM software, and email
- Assist current and potential learners in making the most of their learning experience
- Collaborate with other teams to facilitate site improvements, fixes, and deployments based on interactions with learners
ABOUT YOU:
- You have experience in a customer-facing role, ideally Customer Support or Success
- You are proficient in using Apple/Mac products and Google business applications
- You are knowledgeable with various operating systems and internet browsers
- You are comfortable with basic technical troubleshooting
- You are resourceful — if you don’t know the answer, you know how to find it
- You are honest and value integrity
- You are thoughtful, kind, and supportive
- You’re empathetic and self-aware
- You take initiative and ownership when presented with an opportunity
- You’re an excellent communicator
- You are fluent in written English — your writing is clear and simple
- You have impeccable attention to detail
- You are always respectful to colleagues and customers
- You have an aptitude and desire to participate in ongoing team training programs, meeting team training requirements using CBT Nuggets-provided resources
- You understand and appreciate the value of teamwork — you embrace and promote collaboration
- You enjoy the challenge of solving problems
- You have an excellent work ethic
- You are passionate about our learners’ success
- You are comfortable with autonomy and are a self-starter
- You have the ability to maneuver between various tasks efficiently
Skills that are Preferred but not Required:
- A love of IT and/or technology
- An interest or experience in education
- Proficiency using Salesforce, Asana, and Slack
CLASSIFICATION/COMPENSATION/BENEFITS:
- This position is a full-time (40 hours per week) hourly position, not exempt under the Fair Labor Standards Act.
- Compensation is $55,000 annually
- Generous employee benefits
CBT NUGGETS MISSION
To continually improve the effectiveness of learning.
CBT NUGGETS BRAND COMPONENTS:
Position: The distinct point of difference our brand holds in the minds of our target audience.
- IT training you can trust.
Personality: The human traits that describe our brand as if it were a person.
-Passionate, empathetic, and accountable.
Promise: The consistent experience we commit to providing at every touchpoint.
- Learner First
Interviewing Tips
What you say doesn’t matter nearly as much as what you do. Prove to us that you have passion, attention to detail, a good work ethic, and are an independent thinker through your preparation for the interview. Imagine yourself as already having the job and focus on telling us how you will help CBT Nuggets accomplish its mission with your help.
Sign up for the free trial and learn about the CBT Nuggets offering. Every teammate at CBT Nuggets has to understand our customer and our product. Prepare as if you’re already on the team.
Don’t be nervous, there’s no reason to be. If you feel nervous, channel that energy into better use.
Smile, and enjoy the process.
Third-Party Solicitation
Headhunters and recruitment agencies may not directly submit applications for this job posting and are expressly prohibited from reaching out directly to any hiring managers or department heads via phone, email, LinkedIn, or other means of communication. All applications must be submitted directly by the job applicant."
Equal Opportunity/Affirmative Action Employer
CBT Nuggets provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender (sex), gender identification or expression, sexual orientation, marital status, national origin, age, veteran status, disability, genetic information, height, weight, physical appearance, hairstyle, need for reasonable accommodations, pregnancy, childbirth, lactation or familial status. In addition to federal law requirements, CBT Nuggets complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
CBT Nuggets expressly prohibits any form of workplace harassment based on race, color, religion, gender (sex), gender identification or expression, sexual orientation, marital status, national origin, age, veteran status, disability, genetic information, height, weight, physical appearance, hairstyle, need for reasonable accommodations, pregnancy, childbirth, lactation or familial status. Improper interference with the ability of CBT Nuggets’ employees to perform their job duties may result in discipline up to and including discharge.
CBT Nuggets provides reasonable accommodations for qualified individuals who need accommodation for medical or religious reasons, as provided by law, in regards to candidate selection, job assignment, compensation, training, benefits, promotion, discipline, and termination, unless doing so would result in an undue hardship to CBT Nuggets. The Company is committed to engaging in an interactive process for qualified individuals seeking reasonable accommodations as provided by law.
CBT Nuggets actively maintains and regularly updates its Affirmative Action Program.