Student Support Specialist

1 month ago

Albany, New York, United States Excelsior Collage Full time
Job Summary

The Student Support Specialist is a critical role at Excelsior College, responsible for providing exceptional support to students and internal/external stakeholders. This full-time hybrid position requires a minimum of two days at the home office and the remainder of the days worked from home.

Key Responsibilities
  • Review and respond to student inquiries promptly and professionally via communication channels, documenting and maintaining detailed records of interactions and resolutions.
  • Provide online learning platform and academic course support, including materials, textbook and access code questions, accommodations for students with disabilities, academic appeals, course policy questions, and course extensions.
  • Support timely resolution of technical issues, such as access, course navigation, Turnitin, and broken links.
  • Collaborate across the university to ensure and communicate efficient resolutions for students.
  • Proactively identify and escalate complex or recurring issues for further investigation and resolution.
  • Monitor, review feedback, and continuously improve processes, policies, procedures, and content while maintaining accurate and comprehensive resources for students, Excelsior staff, and faculty.
  • Stay updated on best practices, technology, and trends in student affairs as it relates to student support.
  • Participate in NASPA and NACE, including direct involvement in the NACE Serving Students with Disabilities Affinity Group.
Requirements
  • Bachelor's degree preferred or associate's degree from an accredited institution with at least 3 years of related experience required.
  • 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.
  • 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.
Preferred Qualifications
  • Proficient in using customer support software and systems, as well as common office productivity tools (e.g., Microsoft Office, Google Suite).
Salary Range

The hiring salary range for this position is $47,000.00 - $48,000.00.

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