Online Learner Student Support Specialist

Title: Online Learner Student Support Specialist

Division: Provost's Office

Department: Online Learning

FLSA Status: Exempt

Salary Range: $36,000 Annual Salary

EEO Job Group: 2 E2

Position Summary

The University of Southern Indiana is accepting applications for Online Learner Student Support Specialist.

The Online Learning Student Support Specialist is responsible for providing a full range of support services for Online Learners (students in online programs) throughout their educational life cycle at the University. This position will have multiple roles including advising, assisting Online Learners with registration, maintaining and updating learner academic records, and providing technical assistance. This position reports to Director of Online Learning.

Duties/Responsibilities

Communicates regularly with Online Learners to advise them of academic program requirements, registration dates, tutoring, counseling, career services and other relevant information.

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Assists and advises Online Learners with the admissions process, including providing initial information regarding financial aid or other tuition assistance.

Evaluates records of Online Learners seeking admission and/or readmission into university programs, maintain records, and monitor Online Learners’ application progress and renders a decision on status of application when appropriate or makes referral to program director/coordinator.

Assists with monitoring Online Learner academic performance; responds to, and works to resolve Online Learner concerns, questions, or issues.

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Assists Online Learners in the process of placement testing as needed.

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Coordinates prior learning assessment for Online Learners.

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Uses student information systems to maintain electronic files.

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Identifies and creates connections to resources for Online Learners to support learning goals.

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Provides exceptional customer service and daily technical support through varying modalities (phone, online chat, video conference, etc.) of contact to Online Learners.

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Resolves technical issues related to hardware (cameras, audio, system peripherals, etc.) and the use of software & web-based teaching tools such as Blackboard, VoiceThread, Zoom, One Drive, Office365, etc.

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Researches and organizes information for reoccurring technical problems and issue resolution.

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Utilizes ticketing system to document all issues as calls are received.

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Works to ensure ongoing satisfaction for Online Learners with their program and degree progress, provides follow up to ensure satisfaction with and effectiveness of services, and utilizes a variety of university data and programmatic direction to promote Online Learner academic success.

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Monitors measurable goals and objectives for Online Learner persistence and program completion.

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Keeps current with University policies, procedures, and curriculum changes.

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Assists Director with fiscal activities such as tracking and reconciling department credit card transactions, processing payments related to the Online Course Development Program, and managing payments for vendors and supplies.

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• Other duties as assigned.

Required Knowledge and Skills

Bachelor's degree in communication, psychology, counseling, education, social work, or a related area, or an equivalent combination of education and experience that demonstrates knowledge and understanding of learner development and academic theories, methodologies, and current practices in higher education.

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Possess excellent customer service and effectively communicate with Online Learners and other stakeholders.

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Ability to think critically and solve complex problems.

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Ability to work independently as well as collaboratively across departments and teams.

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• Ability to interpret, apply and abide by the Federal Education Rights and Privacy Act (FERPA) and confidentiality issues.

Preferred Knowledge and Skills

Minimum of two years’ relevant experience in a service oriented higher education environment or educational setting that demonstrates skills in academic advising, Online Learner support services, and retention practices preferred.

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Experience working with a student information system (e.g. Banner®, etc.) & web-based teaching tools such as Blackboard, VoiceThread, Zoom, One Drive, Office365, Panopto, etc. preferred.

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Understanding of comprehensive Online Learner support in an educational environment preferred.

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Entry-level knowledge of military voluntary education program requirements, SOC processes and tuition assistance preferred.

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• Entry-level knowledge of financial aid services and requirements preferred.

About USI

The University of Southern Indiana is a public higher education institution located on a beautiful 1,400-acre campus in Evansville, IN. We offer employees exceptional benefits! Benefits for this position include:

• Affordable medical, dental, vision, life and short term and long-term disability insurance plans.
• Retirement plan where the University makes the total contribution equivalent to 11% of annual salary.
• Full tuition fee waiver for employees/75% for spouses and dependent children.
• Vacation and sick time
• Holiday pay
• Free access to Recreation, Fitness & Wellness Center.
• Access to on-campus University Health Center and Dental Hygiene Clinic.

For more information about the benefits that USI offers, please visit www.usi.edu/hr/benefits.

• Resume
• Cover Letter
• Unofficial Transcripts (official transcripts required at a later date)

Search Committee Chair:

If you have questions about the open position, please contact Mr. Brian Crose, search committee chair, at bdcrose@usi.edu.

Best Consideration Date:

For best consideration, please submit materials before March 21, 2024.

Pre-Employment Screening

A background check will be required for employment in this position.

Authorization to Work in the United States

USI typically will not sponsor an employment-related visa for this position.

Interview Accommodations

Persons with disabilities requiring accommodations in the application and interview process please contact the manager of Employment at mcweinzapf@usi.edu or (812) 464-1840. Contacting the manager of Employment is intended for use in seeking disability-related accommodations only. For general applicant inquiries, contact Human Resources at HumanRes@usi.edu or (812) 464-1815.

EEO Statement

The University of Southern Indiana is an EEO/AA employer. All individuals including minorities, women, individuals with disabilities and veterans are encouraged to apply.