Student Support Specialist

University of Arkansas • Fayetteville, AR

1d • Remote

About The Position

The Student Support Specialist provides direct outreach and support to online students, particularly newly admitted students during onboarding and the first semester. This position monitors student progress, responds to questions and service requests, troubleshoots barriers related to enrollment and engagement, maintains accurate records in institutional systems, and collaborates with campus partners to ensure timely resolution of student concerns. The role also contributes to service improvement efforts, student-facing resource development, and training/documentation that support consistent, high-quality service delivery. Regular, reliable, and non-disruptive attendance is an essential job duty, as is the ability to create and maintain collegial, harmonious working relationships with others.

Requirements

• Bachelor's degree from an accredited institution of higher education
• At least two years of experience in customer service, student services, advising, case management, or program administration
• Experience using business software systems and databases
• Knowledge of higher education student support services, onboarding, retention, and customer service practices
• Knowledge of the admitted student process from admission through the end of the first semester
• Knowledge of campus and community resources available to students
• Knowledge of state, federal, and institutional rules, regulations, and requirements related to academic and student support programs
• Ability to analyze non-routine student issues, identify barriers, and develop practical solutions within established procedures
• Strong analytical skills and the ability to use data and metrics to inform outreach, recommendations, and service improvements
• Strong organizational skills and attention to detail in case management and recordkeeping
• Ability to communicate clearly and effectively with students and campus partners
• Ability to work independently under limited supervision while exercising sound judgment within established role boundaries
• Ability to support training, documentation, and coordinated student communication efforts that promote consistent service delivery and student success
• Excellent oral and written communication skills
• Proof of legal authority to work in the United States on the first day of employment

Nice To Haves

• Bachelor's degree in Psychology, Sociology, Social Work, Education, Higher Education, or a related field from an accredited institution of higher education
• Experience working with non-traditional, off-campus, or online students
• Experience using student success, CRM, or student information systems such as Slate, Workday, or Starfish
• Experience with University of Arkansas student support systems and resources
• Experience developing student communications, support resources, or service improvement initiatives

Responsibilities

• Provides direct outreach and support to online students, particularly newly admitted students during onboarding and the first semester.
• Monitors student progress.
• Responds to questions and service requests.
• Troubleshoots barriers related to enrollment and engagement.
• Maintains accurate records in institutional systems.
• Collaborates with campus partners to ensure timely resolution of student concerns.
• Contributes to service improvement efforts.
• Contributes to student-facing resource development.
• Contributes to training/documentation that support consistent, high-quality service delivery.

Benefits

• University contributions to health, dental, life and disability insurance
• Tuition waivers for employees and their families
• 12 official holidays
• Immediate leave accrual
• Choice of retirement programs with university contributions ranging from 5 to 10% of employee salary

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level