Student Support Specialist I (Remote)

Hiring Department

Mizzou Online

This recruitment is managed by the Office of Human Resources at the Columbia Campus. For application questions please contact OHR at 573-882-7976.

Job Description

The Student Support Specialist I helps students and prospective students achieve their educational goals. Using the gift for conversation and listening, this position helps students find success in their online degree programs, navigate processes, costs, and career-oriented exploration. This role’s work with individual students supports a larger vision of retention and persistence for online students at the University of Missouri.

Job Responsibilities:

• Provide professional and collegial customer service and problem-solving for current and prospective Mizzou students taking online courses. Provide direct, student-facing support to routine and non-routine inquiries via phone, email, and chat. Use of good judgment, excellent written and verbal communication skills, computer skills, and continual independent learning of related policies and processes to ensure and maintain professional knowledge and provide sound, credible advice.
• Collaborates with admissions, registrar, and other campus partners to find solutions to various degreed issues. Escalates unresolved complex issues to supervisor or Student Support Specialist II.
• Maintain documentation within the CRM and process tickets to ensure accurate tracking of issues and resolutions.
• Provide support in evaluating unofficial transcript requests. Research transcript courses for transferability and types of credits earned and create a spreadsheet of those results to share with the prospective student.
• Assist Student Support Coordinators from Recruitment and Pre-advising teams in answering questions as they provide operational support for the Student Support team. Develop and deliver training sessions as needed to support this objective.
• Provide back-up support by processing applications/communicating with undergraduate nondegree-seeking online students and students applying for the military and community college tuition awards.
• Help to create, develop, and maintain content for the team’s training resources.
• Performs other job-related duties as assigned.

Shift

8AM-5PM CST Monday - Friday

Minimum Qualifications

A high school diploma or an equivalent combination of education and experience and at least 1 year of experience from which comparable knowledge, skills and abilities can be acquired is necessary

Preferred Qualifications

Candidates will also be evaluated on the following preferred qualifications:

• 1 year demonstrated excellence in a customer service-related industry such as retail, food service, call center, and higher education
• Possess strong time management skills, willingness to work independently, and capable of working in a fully remote environment
• Collaborative and willing to be a team player
• Excellent verbal & written communication skills

Anticipated Hiring Range

Salary Range: $16.50 - $18.00 hourly

Grade: GGS-6

University Title: Student Support Specialist I

Internal applicants can determine their University title by accessing the Talent Profile tile in myHR.

Application Materials

Resume and Cover Letter - In your cover letter, please address the questions below, be specific, using examples from your own experience.

1. Describe a time when you took initiative in supporting a customer with a complex situation. How did you approach assisting them, and what steps did you take to ensure they received thorough, accurate support?
2. Our team often jumps in to support each other and take on new projects as needs arise. Can you share an example of how you’ve collaborated with colleagues to build relationships, solve problems, and contribute beyond your core responsibilities?

Sponsorship Information

Visa Sponsorship Information: Applicants must be authorized to work in the United States. The University will not sponsor applicants for this position for employment visas.

Benefit Eligibility

This position is eligible for University benefits. As part of your total compensation, the University offers a comprehensive benefits package, including medical, dental and vision plans, retirement, paid time off, short- and long-term disability, paid parental leave, paid caregiver leave, and educational fee discounts for all four UM System campuses. For additional information on University benefits, please visit the Faculty & Staff Benefits website at https://www.umsystem.edu/totalrewards/benefits.

Equal Employment Opportunity

The University of Missouri is an Equal Opportunity Employer. To request ADA accommodations, please call the Director of Accessibility and ADA at 573-884-7278.