Learner Support & Advising Specialist

University of Florida•Gainesville, FL

10d

About The Position

The Lastinger Center for Learning researches, develops, and scales educational innovations for adults and children that put all learners on trajectories for lifelong success. Since 2002, the Lastinger Center for Learning has made significant positive impacts to teaching, learning and childcare. The Communications Guide aligns written language, voice and tone, and key messages across various communications, including social media platforms. By combining coordinated, consistent messaging with powerful, thought-provoking imagery across immersive delivery platforms, the Lastinger Center will build emotional bonds that will mobilize its stakeholders and support strategic objectives. Integrating communications — through planning and implementation — will elevate the center to new heights and advance its mission to ensure every child and educator are given the opportunity to succeed. Demonstrating our rejuvenated branding and renewed commitment to a shared vision will position the center to impact lives for decades to come.

Requirements

Bachelor’s degree in an appropriate area and two years of relevant experience; or an equivalent combination of education and experience.

Nice To Haves

Help Desk / Call Center experience.
Working knowledge of Salesforce, or other CRM and Student information Systems (SIS) and Learning Management Systems (LMS) is preferred.
Proficiency assisting clients within iOS and Windows Operating Systems.
Fluency, both oral and written, in English and Spanish.
Experience working with technical support, student support or other enrollment management functions such as financial aid, registrar, admissions, advising, billing or other student enrollment or academic support services.
Knowledge of enrollment processes, policies, procedures, and regulations relating to student academics.

Responsibilities

Assist with the development and maintenance of self-service training materials, including tutorials, guides, graphical or interactive training resources, and knowledge base content for learning systems and programs.
Assist with the implementation and maintenance of learning technologies (e.g., LMS, SIS, learner portals) as directed.
Run reports and compile data related to learner support, engagement, and program outcomes.
Assist with course and program setup, updates, testing, and quality assurance processes.
Participate in project-based work such as data reconciliation, system improvements, and operational support initiatives.
Support ongoing maintenance of learner profiles and program records to ensure data accuracy, consistency, and integrity across systems.
Gather feedback using surveys, user input, and stakeholder communication, to identify learner needs and improve support resources.
Communicate system or process improvement recommendations to leadership.
Provide high-volume and fast-paced frontline support to practitioners, instructors, and learners across multiple communication channels (email, phone, text), including evenings and weekends as needed, supporting the delivery of the Center’s professional education and training programs.
Assist users with account access, technical support and troubleshooting, and basic system functionality (e.g., login issues, file management, navigation).
Respond and advise on common inquiries related to enrollment, program requirements, and use of learning platforms.
Support learners in navigating learning systems, including LMS, learner portals, and student information systems (SIS).
Deliver general guidance on program requirements, learner expectations, course selection, academic policies, and available learner resources.
Document support interactions and escalate complex issues to appropriate teams.
Triage and resolve escalated learner support issues requiring deeper knowledge of systems, policies, or programs, including issues elevated from frontline support queues.
Guide learners in aligning program options with professional goals and support progress toward completion by providing integrated, learner-centered support and guidance aligned with best practices in student success (e.g., National Academic Advising Association principles).
Conduct proactive outreach and follow‑up, as appropriate, to support learner engagement, address barriers, and promote persistence and successful program completion.
Assist with learner onboarding, admissions processes, and tracking learner engagement, progression, and success.
Contribute to the improvement of learner support and advising processes and service delivery models and assist in identifying opportunities to enhance technology-supported learning experiences.
Other Duties as Assigned