Student Support Specialist

About the role

The Student Support Specialist is responsible for providing exceptional support to students and all internal/external stakeholders, ensuring their inquiries, concerns, and issues are resolved promptly and professionally. This role is critical in maintaining a positive user experience and supporting the overall success and needs of students.

Responsibilities

• Review and promptly respond to student inquiries courteously and accurately via our communication channels while documenting and maintaining detailed records of interactions and resolutions.
• Provide online learning platform and academic course help. (i.e. materials, textbook and access code questions, accommodations for students with disabilities, academic appeals, course policy questions, course extensions)
• Support timely resolution of technical issues (i.e. access, course navigation, Turnitin, broken links)
• Collaborate across the university as needed to ensure and communicate efficient resolutions for students.
• Proactively identify and escalate complex or recurring issues for further investigation and resolution. (i.e. issues with an instructor, staff member or student peer)
• Maintain accurate and comprehensive resources both internally and externally for students, Excelsior staff and faculty as part of quality standards and best practices.
• Stay updated on best practices, technology, and trends in student affairs as it relates to student support.
• Participation as members of NASPA and NACE. This includes direct involvement in being dedicated members of the NACE Serving Students with Disabilities Affinity Group.
• Investigate into an interpretation of student requests for appeals, exceptions and other items that require careful decision making and communication that at times can be challenging based on a student wants but must adhere to Excelsior University policy and best practices for equity and fairness.
• Have strong communication and interpersonal skills that allow for patience, self-awareness and understanding in de-escalating stressful situations. At times this involves sharing decisions that students may not want to hear and delivering it in such a way that provides a professional and mindful understanding of how this student may react with calm.

Qualifications

• Bachelor's degree from an accredited institution.
• Strong communication skills, both written and verbal, with the ability to articulate complex information in a clear and concise manner.
• Excellent interpersonal skills and the ability to empathize and build rapport with students and customers.
• A patient and student-focused attitude, with the ability to remain calm and professional while handling challenging situations.
• Detail-oriented and highly organized, with the ability to multitask and prioritize effectively in a fast-paced environment.
• Familiarity with online learning platforms and digital education tools is preferred.
• Proficient in using customer support software and systems, as well as common office productivity tools (e.g., Microsoft Office, Google Suite).

Pay

The hiring salary range for this position is $47,000.00 - $48,000.00. The hiring salary range above represents the University's good faith estimate at the time of posting.