Student Support Specialist 1

The Position

Title: Student Support Specialist 1

Position Type: Full time

Requisition No: 25009

Category: Classified

Supervisor: Manager of Student Journey & Success

Last Updated: August 2024

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

The first review of applications shall occur on approximately August 30th.

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. 

Working Conditions and Travel

• Calbright College is a statewide online college where all instruction and support are done via various online technologies both in person and remotely. Calbright College has administrative offices in Sacramento available for use. When working remotely, employees should be able and willing to use digital communication tools as used by the college, and have the ability to work on a computer for extended periods of time.
• Regular attendance is considered an essential job function; the inability to meet attendance requirements may preclude the employee from retaining employment.
• The person holding this position is considered a mandated reporter under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in Calbright College policies, procedures, and Title IX.
• Calbright College celebrates all forms of diversity and is deeply committed to fostering an inclusive environment within which students, staff, administrators, and faculty thrive. Individuals interested in advancing Calbright College’s strategic diversity goals are strongly encouraged to apply. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose.
• Requires the ability to function in a remote online instructional environment performing work of primarily a sedentary nature. Requires the ability to use hearing and speech to make presentations to groups and carry on conversations over the phone and in-person. Requires speaking skills to communicate with staff and students in one-on-one and small group settings, on the phone, and to distinguish sound prompts from various types of equipment. Requires near visual acuity to read printed materials and computer screens. Requires sufficient hand/arm/finger dexterity to retrieve work materials, operate a personal computer keyboard, and operate standard office equipment. Requires the ability to lift and/or move up to 25 pounds.
• Work is performed indoors where minimal safety considerations exist.

Equal Employment Opportunity

Calbright College provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, veteran status, disability or genetics. In addition to federal law requirements, Calbright College complies with applicable state and local laws governing nondiscrimination in employment.

Who We Are

Calbright College is one of California’s newest community colleges – the first statewide, online campus designed to bridge the gap between employers with unfilled positions and students who don’t have either the time or money to attend a traditional school. Our mission is to increase economic mobility and close equity gaps for working adults who lack easy access to traditional forms of higher education by offering online, flexible, affordable skills-based programs that provide tangible economic value for both working adults and hiring managers.

Compensation$59,941.85- $66,097.07