Support Specialist

Job Description:

The role of an Online School Support Specialist is pivotal in providing assistance, guidance, and resources to students, families, and educators within the virtual learning environment. As a key member of the support team, the Support Specialist plays a crucial role in ensuring a positive and enriching experience for all stakeholders, addressing inquiries, resolving issues, and fostering a culture of support and collaboration.

Responsibilities:

• Student Assistance: Provide timely and responsive support to students and families via email, phone, chat, or other communication channels, addressing inquiries related to enrollment, course access, technical issues, academic support, and other concerns.
• Technical Support: Troubleshoot and resolve technical issues related to the online learning platform, digital resources, software applications, and hardware devices, guiding students and educators through troubleshooting steps and escalating complex issues as needed.
• Orientation and Training: Facilitate student orientation sessions to introduce students to the online learning environment, course navigation, and academic expectations, providing guidance on accessing resources, submitting assignments, and participating in online discussions.
• Resource Provision: Assist students and educators in accessing and navigating educational resources, digital materials, textbooks, and supplementary materials, providing recommendations and support to enhance the learning experience.
• Academic Support: Collaborate with educators to identify students in need of academic support, develop intervention plans, and provide additional resources, tutoring, or remediation to help students overcome challenges and achieve academic success.
• Progress Monitoring: Monitor student progress, engagement, and performance in online courses, identifying at-risk students, communicating with educators and families, and implementing strategies to support student retention and success.
• Family Engagement: Establish positive relationships with students and families, serving as a primary point of contact for inquiries, updates, and communication, and providing information, resources, and support to promote family engagement and involvement in students' education.
• Collaboration and Coordination: Collaborate with other support specialists, educators, administrators, and external partners to coordinate services, share best practices, and address student needs effectively, contributing to a culture of collaboration and continuous improvement.
• Documentation and Reporting: Maintain accurate records of student interactions, inquiries, and resolutions using the online school's CRM or support ticketing system, generate reports, and analyze data to identify trends, patterns, and areas for improvement.
• Professional Development: Participate in ongoing training and professional development activities to stay informed about best practices in online learning, customer support techniques, educational technology tools, and student support strategies.

Qualifications:

• Bachelor's degree in education, counseling, psychology, or a related field; master's degree preferred.
• Previous experience in student support, customer service, or related fields.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using technology tools, CRM systems, and online communication platforms.
• Ability to work independently, prioritize tasks, and manage multiple inquiries simultaneously.
• Commitment to providing exceptional service, empathy, and support to students and families.
• Flexibility to work non-traditional hours and adapt to changing demands in a fast-paced environment.
• Understanding of and commitment to equity, diversity, and inclusion in education.

If you are interested in this position and meet the qualifications outlined above, please contact with us. We look forward to hearing from you!