Student Support Specialist 1

About the Role

Student Success & Services · Remote, California (Remote)

The Position

Title: Student Support Specialist 1

Position Type: Full time

Requisition No: 25009

Category: Classified

Supervisor: Manager of Student Journey & Success

Job Purpose: Provides customer service support to prospective and current Calbright College students

Location: Remote, various locations throughout California

Salary Range: The beginning salary range for this position is Range CL-15, (Steps 1-3) $59,941.85- $66,097.07

Position Overview

The Student Support Specialist provides information and generates excitement for prospective students. Performs a full range of technical and support duties for a diverse and varied population in an online environment. Works closely with administration, faculty, management, external entities, staff, and students. Student Support Specialists are responsible for providing support and direction for all inquiries including application and student onboarding support, basic technology support, and real time referral support to other units in the College for maximized student success. Student Support Specialists must be flexible with schedules, as hours may include evenings and weekends.

Performs varied and entry-level administrative/clerical and technical program support and/or specialized functions related to the area of assignment, program, department, or office.

Essential Job Duties and Responsibilities

The duties below are representative of the role and are not intended to cover all of the duties performed within the scope of work.

Assists current and prospective students with various needs related to the assigned program; provides necessary information, troubleshoots issues and concerns and assists students with accurate completion of required program documentation.

Responds to student, faculty, staff and/or community inquiries; resolves complaints and various issues; provides direction to appropriate personnel/departments to assist with resolution, if necessary; provides information and available resources to students with the aim of resolving most issues within the first contact.
Researches, responds and resolves routine student program issues; referring issues of more complex areas of concern to the appropriate manager and/or administrator for consultation. Makes recommendations for mutually acceptable resolutions.
Provides support to administrators, faculty, counselors, and managers to facilitate urgent and non urgent student and general public communication.

Works closely with Student Services, Academic Success Counseling, Instructional Faculty, and other departments across the college to ensure cohesive and collaborative student service.
Provides one-on-one assistance to students, instructors, counselors, and others.
Assists students in navigating technical and difficult platforms and processes.
Maintains relevant confidential student information in student database and files, and/or special program databases, and/or additional corresponding reporting systems.

Monitors and responds to requests for service, and refers/schedules student appointments for program services, as needed; maintains records related to student changes and/or needs.
Required to abide by all college policies and procedures.
Perform other related duties as assigned that support the objective of the position.

Knowledge, Skills, and Abilities

Requires basic knowledge of and use of communication tools, and technologies with accurate documentation of inquiries and follow-through on next steps.

Requires knowledge of program support principles and practices.
Requires proficient knowledge of computer applications including common office productivity software, internet, and software applications and platforms supporting academic and higher education in general.
Requires proficient knowledge of specialized, program-specific computer applications or reporting databases.
Requires sufficient English language and writing skills sufficient to prepare materials and reports.

Requires well-developed oral communication skills to convey concepts in individual and group settings
Requires intercultural communication skills and cultural competency to work cooperatively with a diverse population of students and service providers.
Demonstrated commitment to improving outcomes for all students, particularly disproportionately impacted populations.

Requires the ability to perform the essential responsibilities and functions of the position.
Requires the ability to be flexible and adaptable in a fast paced environment.
Requires the ability to work independently and remotely with minimal supervision.

Requires the ability to work cooperatively with students, faculty and staff, as well as external service providers, families, community organizations, and other agencies.
Requires the ability to develop and maintain active advocacy relationships with students.
Requires the ability to organize and prioritize work, manage time, and meet program deadlines.

Requires the ability to communicate in a professional manner, orally and in writing, in both formal and informal settings with students, faculty, staff, managers, and others involved with the program.
Requires the ability to maintain confidentiality.
Demonstrate understanding of, sensitivity to, and respect for the diverse academic, socio-economic, ethnic, religious, and cultural backgrounds, disability, and sexual orientation of community college students, staff and faculty.

Minimum Qualifications

The position requires a High School diploma or equivalent and at least 2 years of experience in a highly responsible customer support capacity, involving frequent customer contact, preferably in an educational environment. One year of college level courses can substitute for one year of experience.

Desired Qualifications

Experience with Salesforce or other customer relationship management software.

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