Student Support Specialist

Job Description

The Student Support Specialist plays a vital role in enhancing the educational experience by researching and resolving inquiries and concerns from students and staff in assigned areas. This position collaborates cross-functionally to address questions related to Student Support Services, ensuring timely and accurate information dissemination. Additionally, the specialist identifies opportunities for process improvement, makes actionable recommendations, and actively participates in solution-focused initiatives aimed at enhancing service delivery and overall support for the student community.

****INTERNAL APPLICANTS MUST APPLY BY 2026-05-27

The Student Support Specialist plays a vital role in enhancing the student experience by researching, resolving, and responding to student and staff inquiries with clarity, empathy, and professionalism. This role collaborates across teams to ensure accurate information sharing, timely resolution, and continuous improvement of Student Support Services.

What You'll Do

• Provide tailored support to students and staff across a range of support needs, adapting to changing operational priorities
• Manage student inquiries through email, phone, and other channels with professionalism and empathy
• Resolve student concerns using a strong working knowledge of support systems, often achieving single contact resolution
• Partner with internal teams to address complex cases and improve the overall student experience
• Monitor service performance and address potential service gaps that could impact students
• Document interactions, updates, and outcomes accurately and in alignment with internal protocols
• Identify process improvement opportunities and contribute solution focused recommendations

What You'll Bring

• Demonstrated proficiency in the knowledge, skills, and abilities of a Student Support Assistant role
• Strong verbal and written communication skills
• Ability to maintain a professional and supportive approach with students and colleagues
• Experience working with systems such as Salesforce, Genesys applications, or similar platforms
• Strong attention to detail and ability to manage multiple priorities in a fast paced environment
• Comfort working under moderate supervision and seeking guidance when needed
• Willingness to support and provide light guidance to new or entry level team members

Bonus Points

• Associate's degree in a related field
• Previous customer service or contact center experience