Student Support Associate

ACI Learning•San Antonio, TX

37d•$17 - $19

About The Position

The Student Support Specialist provides responsive support to students by addressing inquiries related to attendance, course schedules, and academic progress. This position serves as a first point of contact for student issues, offering Tier 1 support via multiple channels (phone, chat, email, text) and escalating concerns as needed. Additional duties include front desk management, mail handling, and maintaining common areas. Strong communication, organizational skills, and a collaborative approach are essential to ensure a positive student experience. Student Support & Communication: Address student inquiries related to attendance, course schedules, and academic progress. Assist with scheduling and rescheduling classes, exams, and mentorship sessions. Provide information on exam voucher policies and procedures and coordinate voucher requests. Provide tier 1 support for students related to access to content, materials, or navigation of the student portal, escalating to the appropriate team when necessary. Record Maintenance: Manage and update student digital files in Salesforce, ensuring accurate records of attendance, course completion, and communication. Process and fulfill requests for transcripts, certificates, and other documentation. Attendance Monitoring: Audit student attendance daily, follow up on absences or tardiness, and work with instructors to ensure compliance. Facilitate communication regarding reschedules and program transfers, and assist students in scheduling makeup sessions when needed. SAP Compliance: Support students in maintaining satisfactory academic progress (SAP) by coordinating makeup assessments and tracking results. Communicate with relevant teams to ensure SAP standards are upheld. General Duties: Respond to student issues, concerns, and complaints professionally, routing them to the appropriate parties for resolution. Provide initial support via phone, chat, email, and text, and assist with routing calls as needed. Front Desk & On-site Support: Manage the reception area, greet visitors, and handle mail and deliveries. Ensure the cleanliness and organization of common areas and maintain inventory of supplies. Prepare and process training timesheets and completion certificates. This role requires strong communication skills, attention to detail, and the ability to work collaboratively across departments to ensure a positive and supportive experience for all Tech Academy members.

Requirements

At least 1-2 years of experience in a customer service or reception role, or equivalent experience.
Proficient in Microsoft Office applications.
Exceptional customer service skills to deliver a seamless client experience.
Strong decision-making abilities, with the capacity to perform effectively under pressure and meet deadlines in a fast-paced environment.
Excellent organizational skills with the capability to plan, manage, and execute daily office operations.
Strong verbal and written communication skills, with the ability to engage effectively across all levels of the organization.
Demonstrates the core values of the organization: accountability, customer focus, integrity, passion, resourcefulness, and teamwork.

Nice To Haves

IT Support or Help Desk Experience: Experience in IT support or a help desk environment is advantageous but not required.
IT Certifications: Certifications such as ITIL 4 Foundations or CompTIA A+ are a plus, demonstrating foundational IT knowledge and skills.
Technical Proficiency: Familiarity with Customer Relationship Management (CRM) systems, such as Salesforce, or Learning Management Systems (LMS) like Docebo, is preferred.
Experience in Educational or Training Environments: Previous experience working in educational settings, online learning, or training environments is beneficial.
Knowledge of Compliance and Regulatory Requirements: Understanding of academic compliance, data privacy, and regulatory requirements is an added advantage.
Advanced Communication Tools: Experience using communication and collaboration tools (e.g., Intercom, Teams, Zoom, Monday) is preferred.
Project Coordination Experience: Experience coordinating projects or initiatives, particularly in an academic or training setting, is a plus.

Responsibilities

Address student inquiries related to attendance, course schedules, and academic progress.
Assist with scheduling and rescheduling classes, exams, and mentorship sessions.
Provide information on exam voucher policies and procedures and coordinate voucher requests.
Provide tier 1 support for students related to access to content, materials, or navigation of the student portal, escalating to the appropriate team when necessary.
Manage and update student digital files in Salesforce, ensuring accurate records of attendance, course completion, and communication.
Process and fulfill requests for transcripts, certificates, and other documentation.
Audit student attendance daily, follow up on absences or tardiness, and work with instructors to ensure compliance.
Facilitate communication regarding reschedules and program transfers, and assist students in scheduling makeup sessions when needed.
Support students in maintaining satisfactory academic progress (SAP) by coordinating makeup assessments and tracking results.
Communicate with relevant teams to ensure SAP standards are upheld.
Respond to student issues, concerns, and complaints professionally, routing them to the appropriate parties for resolution.
Provide initial support via phone, chat, email, and text, and assist with routing calls as needed.
Manage the reception area, greet visitors, and handle mail and deliveries.
Ensure the cleanliness and organization of common areas and maintain inventory of supplies.
Prepare and process training timesheets and completion certificates.

Benefits

Comprehensive medical, dental, and vision coverage—starting the 1st of the month after your hire date.
Four weeks of paid parental or medical leave, so you can focus on what matters most.
Flexible PTO policy, sick time, and eight paid holidays — because we believe in balance.
401(k) retirement plan with immediate vesting and up to 5% matching contributions — we invest in your future from day one.
One free course each year after 90 days — advancing your skills is part of the job.
Tuition assistance to support your continued education and professional growth.

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