Student Support Associate

The Student Support Specialist provides responsive support to students by addressing inquiries related to attendance, course schedules, and academic progress. This position serves as a first point of contact for student issues, offering Tier 1 support via multiple channels (phone, chat, email, text) and escalating concerns as needed. Additional duties include front desk management, mail handling, and maintaining common areas. Strong communication, organizational skills, and a collaborative approach are essential to ensure a positive student experience.

• Student Support & Communication: Address student inquiries related to attendance, course schedules, and academic progress. Assist with scheduling and rescheduling classes, exams, and mentorship sessions. Provide information on exam voucher policies and procedures and coordinate voucher requests. Provide tier 1 support for students related to access to content, materials, or navigation of the student portal, escalating to the appropriate team when necessary.

• Record Maintenance: Manage and update student digital files in Salesforce, ensuring accurate records of attendance, course completion, and communication. Process and fulfill requests for transcripts, certificates, and other documentation.

• Attendance Monitoring: Audit student attendance daily, follow up on absences or tardiness, and work with instructors to ensure compliance. Facilitate communication regarding reschedules and program transfers, and assist students in scheduling makeup sessions when needed.

• SAP Compliance: Support students in maintaining satisfactory academic progress (SAP) by coordinating makeup assessments and tracking results. Communicate with relevant teams to ensure SAP standards are upheld.

• General Duties: Respond to student issues, concerns, and complaints professionally, routing them to the appropriate parties for resolution. Provide initial support via phone, chat, email, and text, and assist with routing calls as needed.

• Front Desk & On-site Support: Manage the reception area, greet visitors, and handle mail and deliveries. Ensure the cleanliness and organization of common areas and maintain inventory of supplies. Prepare and process training timesheets and completion certificates.

• This role requires strong communication skills, attention to detail, and the ability to work collaboratively across departments to ensure a positive and supportive experience for all Tech Academy members.

• At least 1-2 years of experience in a customer service or reception role, or equivalent experience.

• Proficient in Microsoft Office applications.

• Exceptional customer service skills to deliver a seamless client experience.

• Strong decision-making abilities, with the capacity to perform effectively under pressure and meet deadlines in a fast-paced environment.

• Excellent organizational skills with the capability to plan, manage, and execute daily office operations.

• Strong verbal and written communication skills, with the ability to engage effectively across all levels of the organization.

• Demonstrates the core values of the organization: accountability, customer focus, integrity, passion, resourcefulness, and teamwork.

• IT Support or Help Desk Experience: Experience in IT support or a help desk environment is advantageous but not required.

• IT Certifications: Certifications such as ITIL 4 Foundations or CompTIA A+ are a plus, demonstrating foundational IT knowledge and skills.

• Technical Proficiency: Familiarity with Customer Relationship Management (CRM) systems, such as Salesforce, or Learning Management Systems (LMS) like Docebo, is preferred.

• Experience in Educational or Training Environments: Previous experience working in educational settings, online learning, or training environments is beneficial.

• Knowledge of Compliance and Regulatory Requirements: Understanding of academic compliance, data privacy, and regulatory requirements is an added advantage.

• Advanced Communication Tools: Experience using communication and collaboration tools (e.g., Intercom, Teams, Zoom, Monday) is preferred.

• Project Coordination Experience: Experience coordinating projects or initiatives, particularly in an academic or training setting, is a plus.

• Student Retention: Maintain a student retention rate above 90%, ensuring students are engaged and supported throughout their program.

• Project Timeliness: Ensure that no more than 10% of projects or tasks slip beyond their scheduled deadlines, demonstrating effective time management and prioritization skills.

• Responsiveness: Achieve an average initial response time of 5 minutes or less for incoming inquiries via chat, email, or phone, providing timely support to students.

• Customer Satisfaction: Maintain a customer satisfaction rating of 90% or higher, reflecting a high level of service and positive student interactions.