Student Support Assistant

Job summary

Provide applicants, students, alumni, families, and the public with accurate information and customer service regarding university admissions, records, registration, transcripts, grading, policies, and procedures. Identify student needs, connect people with appropriate campus services, navigate university systems and resources, and handle sensitive or critical situations with discretion.

Job details

Student Support Services (SSS) is a unit within the Office of the Registrar and Enrolment Management (OREM) which provides services to prospective, current and former students, as well as to faculty and staff of the University. As part of the Division of Student Affairs, the unit is committed to being a partner in supporting student success and providing service excellence. SSS staff work as a team to ensure a high level of service within a busy environment with tight deadlines driven primarily by Calendar deadlines. Reporting to the Coordinator, Frontline Student Support, the Student Support Assistants are responsible for representing the Office of the Registrar to support applicants, current and former students, alumni, their families and the general public by providing outstanding customer service and detailed information concerning University of Victoria policies and procedures pertaining to: undergraduate admissions, records, registration, transcripts, and grading. Student Support Assistants are also knowledgeable about the services offered by other offices across campus and are able to identify and connect students with appropriate supports outside of Student Support Services and the Office of the Registrar to ensure their needs are met. Student Support Assistants are highly knowledgeable about the University of Victoria and surrounding communities, and are experts at navigating the campus, our website and the structure and services of the university. Student Support Assistants are able to recognize when a situation or disclosure requires a critical referral, and handle the situation with discretion. Experience Must have a minimum of three (3) years of recent experience in a similar position, preferably in a post-secondary or institutional environment or an equivalent combination of education, training and experience. Related Work Experience Should Include Experience with computerized Student Information Systems and database programs. Experience with creating procedural and/or training documentation Experience with assessing and troubleshooting issues and providing guidance on using web-based systems with students or clients over the phone; call centre experience considered an asset Experience with inputting and manipulating complex data and handling detailed information with accuracy Experience working directly with individuals in distress, including those impacted by crisis, trauma or critical incidents Preference Will Be Given To Applicants With Experience with UVic information systems or similar content management and administrative applications. Knowledge/Skills/Abilities Demonstrated commitment to valuing the principles of truth, reconciliation and respect, equity diversity and inclusion, and contributing to an inclusive and respectful working and learning environment. Team focussed and student-centred, with a genuine interest in providing an outstanding student experience Strong communication and interpersonal skills withthe ability to work effectively within a team environment, as well as with the larger UVic community and external agencies Excellent analytical, problem solving, and organizational skills including attention to detail, time management, and ability to multi-task. Ability to exercise initiative, judgement, and empathy to make informed decisions when dealing with students, which may involve emotional or stressful situations. Ability to handle complex and sensitive interactions. Experience in effectively maintaining the confidentiality of highly personal and sensitive information Ability to move cartons of paper up to 20kg in weight Specialized Knowledge/Education Post-secondary diploma or certificate in a related field. An equivalent combination of education, training and experience may be considered Knowledge of Freedom of Information and Protection of Privacy (FOIPP) regulations Strong working knowledge of Microsoft Word, Excel, Outlook, and SharePoint Knowledge of University of Victoria campus and policies, procedures and Calendar regulations is considered an asset Training or equivalent experience in dealing with conflict and defusing difficult situations considered an asset We recognize that the successful applicant may come from any combination of education, training and/or experience and we welcome applicants with a diverse and varied work experience and background

What you’ll do

Provide applicants, students, alumni, families, and the public with accurate information and customer service regarding university admissions, records, registration, transcripts, grading, policies, and procedures. Identify student needs, connect people with appropriate campus services, navigate university systems and resources, and handle sensitive or critical situations with discretion.

Requirements

Requires at least three years of recent experience in a similar role, or an equivalent combination of education, training, and experience, along with experience using student information systems, databases, and detailed data. A related post-secondary diploma or certificate, knowledge of privacy regulations and Microsoft Office applications, strong communication and organizational skills, and the ability to manage sensitive interactions are required or sought.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Organization · Preferred
• interpersonal skills · Preferred
• Attention to detail · Preferred
• Communication · Preferred
• Multitasking · Preferred
• Microsoft Office · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Student Support
• Communication
• Interpersonal Skills
• Problem Solving
• Analytical Skills
• Organization
• Attention To Detail
• Time Management
• Multitasking
• Data Accuracy
• Confidentiality
• Conflict De-escalation
• Empathy
• Database Management
• Microsoft Office

Job areas

• Customer Service & Support
• Education
• Administrative
• Social Services

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