<p>The Student Support Specialist is responsible for providing exceptional support to students and all internal/external stakeholders, ensuring their inquiries, concerns, and issues are resolved promptly and professionally. This role is critical in maintaining a positive user experience and supporting the overall success and needs of students. This is a full-time hybrid role with a minimum of two required days at Excelsior's home office of 7 Columbia Circle, Albany, NY, with the remainder of the days worked from home.</p> <p>Duties and Responsibilities:</p> <ul> <li>Review and promptly respond to student inquiries courteously and accurately via our communication channels while documenting and maintaining detailed records of interactions and resolutions. </li><li>Provide online learning platform and academic course help. (i.e., materials, textbook and access code questions, accommodations for students with disabilities, course policy questions, etc.). </li><li>Support timely resolution of technical issues (i.e., access, course navigation, Turnitin, broken links, etc.). </li><li>Collaborate across the university as needed to ensure and communicate efficient resolutions for students. </li><li>Proactively identify and escalate complex or recurring issues for further investigation and resolution (i.e., issues with an instructor, staff member or student peer) </li><li>Stay updated on best practices, technology, and trends in student affairs as it relates to student support. </li><li>Participation as members of NASPA and NACE. This includes direct involvement in being dedicated members of the NACE Serving Students with Disabilities Affinity Group. </li><li>It is key for this person to have strong communication and interpersonal skills that allow for patience, self-awareness and understanding in de-escalating stressful situations. </li><li>At times this involves sharing decisions that students may not want to hear and delivering it in such a way that provides a professional and mindful understanding of how this student may react with calm. </li><li>Compliance in record keeping and documentation as well as tracking data and engagement. </li></ul> <p>Qualifications: To perform this job successfully, an individual must be able and willing to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p> <ul> <li>A bachelor degree or currently enrolled in a college or university program, preferably in a field related to education, communications, or customer service. </li><li>Strong communication skills, both written and verbal, with the ability to articulate complex information in a clear and concise manner. </li><li>Excellent interpersonal skills and the ability to empathize and build rapport with students and customers. </li><li>Patient and student-focused attitude, with the ability to remain calm and professional while handling challenging situations. </li><li>Detail-oriented and highly organized, with the ability to multitask and prioritize effectively in a fast-paced environment. </li><li>Familiarity with online learning platforms and digital education tools is preferred. </li><li>Proficient in using customer support software and systems, as well as common office productivity tools (e.g., Microsoft Office, Google Suite). </li></ul> <p>The hiring salary range for this position is $47,000.00 - $48,000.00. The hiring salary range above represents the University's good faith estimate at the time of posting.</p>