Student Support Specialist
: Job Details :

• Job Type: Officer of Administration
• Regular/Temporary: Regular
• Hours Per Week: 35
• Salary Range: $63,700 to $70,000

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.

Position Summary

The CVN Student Support Specialist will serve as the primary face of support to online students within Columbia Engineering's credit-bearing online programs. This individual will play a critical role in curating an exceptional online student experience throughout the entire student life cycle, from admission through graduation. The ideal candidate will be passionate about student success, have excellent communication skills, and possess the ability to support students in navigating academic, personal, and administrative challenges.

Responsibilities

• (60%) Online Delivery Support:

  Student Onboarding and Orientation: Guide newly admitted students through the enrollment process, providing essential information on academic policies, course registration, program expectations, and available resources to ensure a seamless start to their academic journey.

  Ongoing Student Support: Serve as the primary point of contact for students regarding academic, administrative, and technical support. Address student inquiries promptly and accurately through email, phone, video conferencing, and other communication platforms.

  Coordination and Student Development: Collaborate with academic advisors to provide students with personalized guidance on course selection, degree progress, and time management strategies, ensuring students are on track to meet their academic goals.

  Student Engagement and Retention: Develop and execute engagement strategies to foster community among online students, promote student involvement in virtual events, and address issues that may hinder student persistence and success.

  Problem Resolution: Actively listen to and assess student concerns, working collaboratively with academic, administrative, and technical teams to find timely solutions. Help students navigate institutional processes, such as registration issues, policy clarifications, or conflict resolution.

• (20%) Academic Tracking and Reporting:

  Graduation and Alumni Transition: Support graduating students by providing information on the graduation process, ensuring completion of all requirements, and preparing them for a smooth transition to alumni status.

  Data Collection and Reporting: Monitor and track student progress and engagement, identifying trends or issues that require attention. Provide reports to leadership on student feedback, retention rates, and areas for improvement within the program.

• (10%) Support continuous improvement:

  Thinks critically about workflow and practice and identifies creative solutions for process improvements

  Work closely with faculty, instructional designers, and other staff members to ensure the student experience is cohesive, supportive, and aligned with the goals of the online engineering programs.

  Assists in the assessment and evaluation of the usability and effectiveness of Web sites, educational materials, and learning objects.

  Updates websites and student resource center

  Demonstrates sensitivity to and understanding of online students and employees' diverse academic, socioeconomic, cultural, ethnic, racial, and disability backgrounds.

• (10%) Performs other tasks, duties, and responsibilities as assigned.

Minimum Qualifications

• Bachelor's degree or its equivalent. Minimum 2-3 years of demonstrated, related experience with e-learning tools, project management, and student/client-facing support.

• Demonstrated evidence of professional experience working as a content developer, course designer, developmental editor, or student success advisor. Excellent written communication skills and editing abilities.

• Strong organizational and management abilities. Ability to manage multiple projects, communicate effectively with stakeholders on a cross-functional team, and deliver results under prescribed deadlines.

• Ability to define and manage his/her own work processes towards specified team objectives.

• Ability to evaluate content to determine its appropriateness for target audiences.

• Ability to read, comprehend, analyze, and interpret concepts, documents, and data.

• Experience in online learning and with Learning Management Systems.

• Knowledge of HTML, editing software, course development software, video editing. Strong analytical and problem-solving skills. High attention to details.

Equal Opportunity Employer / Disability / Veteran

Columbia University is committed to the hiring of qualified local residents.