Student Support Assistant

SAIT • Calgary, AB

9d • Onsite

About The Position

SAIT’s Office of the Registrar guides students through every stage of their academic journey, from admission to graduation while serving as stewards of student data and ensuring academic integrity through policy compliance. Join a team dedicated to supporting and empowering current and future students as they work toward their educational and career goals.

The Office of the Registrar at SAIT is an essential part of the student journey, the front line of student support from admissions to convocation. We are committed to informing and assisting our current and future students from initial inquiry through to graduation and employment.

The Student Support Assistant (SSA) is a polished professional providing outstanding service when handling all aspects of the Learner experience, in person, over the phone, mail, online, and email. As an integral member of the Office of the Registrar, the SSA is responsible for the ongoing maintenance of student records. This individual will also be responsible for assisting and advising students, prospective students, members of the public, and academic staff on the established policies and procedures impacting the student academic record. Essential to this position is the ability to analyze, problem-solve and communicate issues relating to the academic record of any learner from point of application through to graduation.

Requirements

• Must be a current or future SAIT student that is actively registered in a program during their employment. Proof of registration will be required prior to hiring.
• The ability to become proficient with MS Office 365 suite, Banner, Freshdesk, Cisco, and other related technology.
• Be knowledgeable on and follow Protection of Privacy Act (POPA) , always respecting confidentiality, using good note taking practices.
• Demonstrated knowledge and compliance with SAIT safety guidelines, required Job Hazard Analysis and SAIT Safety Policy HS.1.1.
• Effective communication, de-escalation and conflict resolution skills are required
• Strong problem-solving and investigation skills are required
• High level of attention to detail
• The ability to work in a collaborative team environment.
• Demonstrated ability to manage time effectively and balance academic responsibilities with work commitments. Must be reliable, accountable, and maintain a high standard of professionalism in all interactions.
• A strong customer service mindset and a desire to contribute to a student-focused, collaborative service model across the Office of the Registrar.

Responsibilities

• Respond to internal and external inquiries that come via telephone, Freshdesk, front service desk, or other channels.
• Provide triaging support, ensuring individuals are directed to the appropriate service area or information source.
• Representing SAIT in a professional manner with SAIT’s reputation at the forefront of all interactions.
• Create and build a respectful working environment using professional language, tone, and communication with our diverse body of clients.
• Expectation of a commitment to intercultural communication. Demonstrate respect for all individuals. Foundational understanding of equity, diversity, and inclusivity and commitment to ongoing learning.
• In-depth understanding of the student cycle. Knowledge of SAIT academic policies and procedures and the ability to interpret and communicate them to students, faculty, parents, counsellors, and other stakeholders.
• The ability to follow and create business procedures to document sound process.
• Ensure a consistent and effective experience for students. Support the documentation and refinement of inquiry triage processes and service handoffs.
• SSAs are expected to keep student success at the forefront of all decisions.
• Ultimately maintaining the integrity of the academic record in all actions.
• OTR decisions align with supporting the students to make informed decisions to ultimately support their learning outcomes in their faculty
• Using good sound judgement in decision making and following business procedures. It is expected that SSAs will document their decisions and rationales.
• SSAs are empowered to make decisions that are based in balancing student success with fairness, equity, and consistency with policy.
• SSAs deliver service excellence through collaboration, innovation, and a personal touch within a welcoming and inclusive environment.
• All SSAs are required to have knowledge of the student life cycle and understand how their role impacts enrolments.
• Individuals will become subject matter experts in specific aspects of the student cycle.
• SSAs must demonstrate excellence in communication and service delivery at this early stage.

Benefits

• Generous top-up in lieu of time off and benefits
• Professional development opportunities through access to LinkedIn Learning and discounted Continuing Education and Professional Studies courses
• Access to Greenshield+ for virtual therapy at a reduced rate to support your well-being
• Ability to contribute to RRSP or TFSA with reduced group rates
• Excellent dining options on campus
• Free access to our fitness facilities and group fitness classes

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed