Position Overview
ConnectAble is seeking a dependable, service-oriented Member Support and Credential Specialist to assist our members, support organizational projects, and help individuals obtain important educational and workforce credentials.
This is a part-time, remote position that serves as a key point of contact for members who need assistance with support tickets, account questions, system navigation, reporting processes, and general troubleshooting.
The specialist will also assist students, graduates, employers, colleges, workforce organizations, and partner institutions with requests for high school equivalency and career training transcripts, certificates, and diplomas.
The ideal candidate is organized, patient, detail-oriented, comfortable with technology, and committed to providing a positive experience for every individual and organization they serve.
Position Details
Position Title: Member Support and Credential Specialist
Employment Type: Part-Time
Work Location: Remote
Compensation: $18–$20 per hour, based on experience and qualifications
Schedule: Flexible part-time schedule based on organizational and member-support needs
Key Responsibilities
Member Support
Respond to member support tickets through email, phone, text, and virtual communication platforms.
Assist members with general questions, account access, system navigation, reporting processes, and common technical concerns.
Review support requests, gather relevant information, and determine the appropriate next steps.
Resolve routine member issues independently and escalate complex technical matters to the appropriate team member.
Follow up with members to ensure their questions and concerns have been fully addressed.
Maintain professional, timely, patient, and compassionate communication.
Document support interactions, resolutions, and outstanding needs in the appropriate ticketing or customer relationship management system.
Identify recurring questions and assist with developing instructions, resources, and training materials.
Support virtual member check-ins, software demonstrations, and training sessions as needed.
Credential Services
Process requests for high school equivalency transcripts and diplomas.
Assist with requests for career training transcripts, certificates, and diplomas.
Communicate with students, graduates, employers, colleges, workforce organizations, and educational institutions regarding credential requests.
Verify applicant information and confirm that all required documentation has been received.
Review educational and training records for completeness and accuracy before credentials are issued.
Coordinate the delivery of official and unofficial digital transcripts, certificates, and diplomas.
Coordinate the printing, packaging, and mailing of paper credentials.
Provide clear instructions to individuals who need assistance completing a credential request.
Respond to questions regarding request requirements, delivery options, fees, and processing procedures.
Maintain accurate records of credential requests, payments, processing status, and delivery.
Assist with resolving incomplete, missing, duplicate, or disputed credential records.
Protect confidential student information and follow all applicable privacy, security, and records-management requirements.
Special Projects and Administrative Support
Assist ConnectAble leadership and team members with special projects, research, data entry, outreach, and document preparation.
Support the development and testing of new member services, credential processes, and internal workflows.
Help prepare reports, spreadsheets, presentations, training materials, and communication resources.
Assist with conference preparation, member events, mailings, and promotional initiatives.
Review internal processes and recommend opportunities to improve efficiency, accuracy, and customer service.
Participate in team meetings, training sessions, and organizational planning activities.
Provide additional administrative and member-support assistance as organizational needs evolve.
Required Qualifications
High school diploma or recognized high school equivalency credential.
Experience in customer service, education, office administration, records management, technical support, or a related field.
Strong written and verbal communication skills.
Ability to communicate patiently and professionally with individuals who may be frustrated, confused, or unfamiliar with technology.
Strong attention to detail and commitment to accuracy.
Ability to manage multiple requests, deadlines, and priorities.
Comfortable learning and using online platforms, databases, ticketing systems, spreadsheets, and virtual meeting tools.
Ability to work independently while remaining engaged with a remote team.
Ability to protect confidential and sensitive information.
Strong problem-solving, organization, and follow-through skills.
Reliable internet access and an appropriate remote working environment.
Preferred Qualifications
Experience working in Adult Education, workforce development, higher education, career training, or nonprofit services.
Experience processing transcripts, diplomas, certificates, student records, or credential requests.
Familiarity with high school equivalency programs such as HiSET or GED.
Experience using customer relationship management systems, student information systems, learning management systems, or help-desk platforms.
Familiarity with FERPA and educational privacy requirements.
Experience supporting members or customers through phone, email, text, and Zoom.
Experience assisting with special projects, data reporting, document production, or process improvement.
Personal experience as an Adult Education or high school equivalency graduate is valued and welcomed.
Knowledge, Skills, and Abilities
The successful candidate will demonstrate:
A service-first mindset.
Empathy, patience, and professionalism.
Strong organizational and time-management skills.
Professional judgment and discretion.
Technical confidence and a willingness to learn.
Clear, friendly, and responsive communication.
Accuracy in recordkeeping and document processing.
The ability to explain complicated information in simple terms.
Comfort working in a growing and evolving organization.
A willingness to assist across different areas when needed.
Commitment to ConnectAble’s mission and the members and learners we serve.
Work Environment
This is a part-time, remote position requiring reliable internet access and regular availability during agreed-upon working hours.
The position may occasionally require participation in virtual meetings, training sessions, organizational activities, or special events. Limited travel may be requested for conferences, team meetings, or training events.
Some responsibilities may involve preparing, printing, packaging, or mailing physical transcripts, certificates, diplomas, or other credential documents from an approved work location.
Compensation
The Member Support and Credential Specialist will earn $18–$20 per hour, depending on relevant experience, education, technical skills, and familiarity with Adult Education or credential-processing services.
Hours will be scheduled based on organizational needs, member-support volume, and credential-request activity.
About ConnectAble
ConnectAble, Inc. is a nonprofit 501(c)(3) organization focused on strengthening Adult Education and workforce development through technology, training, reporting support, credential services, and meaningful relationships.
Our team values flexibility, family, service, authenticity, innovation, and a judgment-free, faith-guided culture. We believe our work should make systems easier for educators while creating better opportunities for adult learners.
ConnectAble encourages Adult Education graduates and individuals with lived experience in high school equivalency or career training programs to apply.
Equal Opportunity Statement
ConnectAble is committed to creating a welcoming and inclusive workplace. Employment decisions are based on organizational needs, qualifications, experience, and the ability to successfully perform the responsibilities of the position.