Under the direction of the Director – Center for Student Success, the Technical Specialist coordinates the technical functions necessary for student success services that provide direct student support for special populations with the exception of instructional components. Assist with data analysis and research requests related to student success services while maintaining strict confidentiality. Support the ASA Technical Specialist with software platforms that support the student-experience at FLCC. Support staff with office training needs, event preparation, and relevant student support system needs. Responsible for coordinating communication about the Center and services with academic departments, ASA, and key student enrollment areas. This position will have contact with students on a regular basis.

FLCC is committed to diversity, equity and inclusion, and strives to provide an environment that embodies these principles. We strive to attract talented personnel from diverse backgrounds and traditions, particularly of race and ethnicity, gender, gender identity, sexual orientation, nationality, culture, religion, worldview and physical and mental abilities. As such, applicants from historically under-represented groups are highly encouraged to apply.

Qualifications

Educational Background: Associates degree required, Bachelor's degree preferred.

Experience: Minimum of two years of professional experience working with data and/or customer service training. Experience in a student (customer) facing support area preferred. Proficient with Microsoft Windows. Work with systems (e.g, Ellucian Colleague/Banner or, student support and retention systems e,g,Starfish and Chatbot) preferred. Strong analytical skills and experience creating processes and procedures. Attention to detail, demonstrated ability to solve problems and ability to communicate with a variety of internal campus constituency groups, current/prospective students, and parents/guardians.

Essential Functions

1. Works collaboratively and communicates effectively with staff members regarding student outreach support, data reports and training preparation.
2. Coordinates the outreach efforts to include: submitting APCI research request for data each semester, sending communications to students, Department Chairpersons, Professional and Faculty Academic Advisors, and other key offices.
3. Regularly accesses Colleague data specific to review student data, grades and academic standing. Enters necessary data tracking for special population cohorts (i.e., Starfish).
4. Responds promptly and accurately to all inquiries regarding special population support, invitations, and APCI research request communications.
5. With assistance from Director, submits APCI research requests and necessary data files related to special population student performance.
6. Assists the Director with analysis, synthesis, and reporting for pilot cohorts utilizing retention systems such as Starfish and assist with incorporating data/evidence into department strategic planning.
7. Assist students via appointments, phone calls and email with the assessment of individual needs. Works to align the student with appropriate services and staff, internal and external to the department, as well as meet with students for strategies based on platform data (e.g., Starfish and Chatbot).
8. Communicates with the FLCC community on Starfish Progress Surveys and Chatbot campaigns. Works with the ASA Technical Specialist to assist with data collection on these platforms, as well as others and provide insights into retention and persistence data.
9. Attends all staff meetings as well as campus events, as relevant and necessary.
10. Performs other related duties as assigned by the Director – Center for Student Success.