The Student Support Assistant will be responsible for providing exceptional support to students and customers, 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 of our online learning platform. 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.

Duties and Responsibilities:

• Document and maintain detailed records of student interactions, including inquiries, resolutions, and feedback.
• Respond promptly and courteously to student inquiries, concerns, and issues through various communication channels, including email, chat, and phone.
• Provide accurate and helpful information to students regarding the online learning platform, course materials, technical issues, and any other related inquiries.
• Support the timely resolution of technical problems encountered by students and customers, including issues with account access, course navigation, instructor relationships, and other platform-related challenges.
• Proactively identify and address students' needs, concerns, and challenges related to their online learning experience.
• Collaborate with other departments, such as technical support and content development, student success, ombudsperson office to ensure efficient issue resolution and effective communication of updates or changes to students and customers.
• Proactively identify and escalate complex or recurring issues to appropriate teams for further investigation and resolution.
• Assist in managing and updating the knowledge base and FAQs to provide comprehensive self-help resources for students and customers.
• Monitor and review student feedback and provide insights to relevant teams for continuous improvement of the online learning experience.
• Stay updated with product features, policies, and procedures to ensure accurate and up-to-date support is provided to students and customers.

Qualifications:

• An associate s degree or currently enrolled in a college or university program, preferably in a field related to education, communications, or customer service.
• Strong communication skills, both written and verbal, with the ability to articulate complex information in a clear and concise manner.
• Excellent interpersonal skills and the ability to empathize and build rapport with students and customers.
• Patient and student-focused attitude, with the ability to remain calm and professional while handling challenging situations.
• Detail-oriented and highly organized, with the ability to multitask and prioritize effectively in a fast-paced environment.
• Familiarity with online learning platforms and digital education tools is preferred.
• Proficient in using customer support software and systems, as well as common office productivity tools (e.g., Microsoft Office, Google Suite).
• Availability to work flexible hours, to accommodate student and customer needs. 

The hiring salary range for this position is $42,000.00 - $52,000.00. The hiring salary range above represents the University's good faith estimate at the time of posting.