Student Support Specialist en Wake Technical Community College, NC

About the Department

Pay Grade: Specialist 4

The Student Support Specialist will serve as the initial contact for general student inquiries via phone, email, virtually, and other communication methods answering questions and connecting students to the appropriate resources on and off campus.

Position Duties

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described.  

* Provides front-line customer service and triage for program service areas to include receiving customers and other visitors, determining their needs, and directing them accordingly
  
* Processes and supports student request    

* Assists with the daily operations for the on-campus food pantry, and the online food resources
 
* Takes student calls and chats and provides accurate, satisfactory answers to their queries and concerns

Supports students with academic and personal skills including time-management, test-taking, studying, etc., and connects students with available resources

Builds a comprehensive directory of community partners and resources

Prepares internal and external email correspondence
 
Maintains a working knowledge of basic Admissions, Financial Aid, and Registrar processes and community support and resources
 
Guides students through troubleshooting, navigating the College site or contacting other departments

Identifies escalating priority issues and reporting to the appropriate department

Follows up with students to ensure their needs are met

Works closely with the Director of Student Support and the Dean of Student Engagement and Impact team to recognize and communicate trends and to ensure regular and timely communication within the division and with external partners
 

Minimum Qualifications

 Knowledge, Skills, and Abilities

Excellent communication skills, both oral and written


Ability to maintain data and information of a sensitive nature with accuracy and attention to detail

Intermediate knowledge of Microsoft Office including MS Word, Excel and Power Point

Ability to prioritize tasks and meet deadlines consistently

Demonstrates strong organizational skills

Excellent interpersonal skills and ability to exhibit professional demeanor and attitude at all times

Exceptional customer service skills

Minimum Requirements 

Associate degree

One year of related office and customer service experience