Technical Records Specialist 2

Boise State University • Boise, ID

1d • $20 - $21 • Hybrid

About The Position

Provides technical support for programs and organizational activities to convey information, determine compliance, and resolve controversial situations; acts as a resident expert in the implementation and maintenance of technical program guidelines; performs related work. This position may have the opportunity to work a hybrid schedule. Where a mix of in-person work from a Boise State worksite and an alternative work location within the State of Idaho is utilized (up to one remote day a week after training and based on performamce/needs). Candidates must be able to work on-site as needed.

The Division of Extended Studies is on a mission to extend higher education beyond traditional boundaries. Our collaborative teams expand student access and improve student success with innovative programs that reach across our metropolitan area, Idaho, and beyond. We facilitate online education, community-based programs, concurrent enrollment at high schools, summer sessions, continuing education programs, and other lifelong learning options. Join us!

The Extended Studies Customer Services Team serves as the primary front-line support resource for programs across the division. As a member of this team, you will assist students, faculty, and staff by phone, email, and in person. Responsibilities include answering customer questions about programs and courses; evaluating and processing application and registration information in accordance with established requirements; accepting payments; supporting course setup and program operations; and investigating and resolving registration system, process, and data issues. The team supports the Osher Lifelong Learning Institute, K–12 Professional Development, Professional and Continuing Education, Online programs, Summer Sessions, and Concurrent Enrollment.

Requirements

• Experience monitoring record systems to identify and correct errors.
• Interpreting, explaining, and applying laws, regulations, and complex policies for multiple or highly specialized programs.
• Analyzing information and researching a variety of sources to identify and resolve problems or issues.
• Dealing with individuals from varying cultural and socio-economic backgrounds in stressful situations.
• Entering and retrieving data using a computerized record system.
• Composing and proofreading business correspondence.
• Ability to operate under strict deadlines while maintaining accuracy and attention to detail.
• Excellent time management, organization, and project prioritization skills when dealing with conflicting priorities.
• Excellent communication and customer service skills, including issue resolution and problem-solving with customers in person, on the phone, and via email.
• Avid critical thinking skills with a detail-oriented drive for continuous process improvements.
• Ability to see both the big picture and fine details for processes and procedures, including impacts.

Nice To Haves

• 2 years of relevant work experience or equivalent educational experience.
• 2 years of experience with Microsoft Suite and the following types of software applications: databases, registration systems, and payment systems.
• 1 year of experience working with Google Workspace applications (Gmail, Google Docs, and Google Sheets).
• 1 year of work experience in higher education at a college or university.

Responsibilities

• Incumbents perform complex and difficult program support functions for multiple or highly specialized programs.
• Incumbents have the authority, knowledge, and judgment to devise solutions that fall outside existing policies and procedures.
• The work requires problem-solving and negotiation skills with authority to act on decisions made.
• Incumbents serve as a program expert and provide guidance and assistance regarding complex program rules and regulations to office staff and external customers.
• Due to the nature of the work, incumbents have frequent contact with internal and external customers, which requires good public relations skills.
• Incumbents function with considerable independence and exercise discretion in applying policies and procedures.
• The work requires extensive knowledge of department programs and objectives.
• Incumbents may supervise support staff or perform leadwork duties.
• Evaluate and process applications and registration information in accordance with established requirements.
• Determine the appropriate actions for admitting and registering undergraduate and graduate students.
• Support course setup and other operational needs for academic and non-credit programs.
• Identify opportunities to improve and streamline admissions and registration processes.
• Provide exceptional assistance to students, faculty, staff, and other customers by phone, email, and in person.
• Gather and evaluate relevant information to respond accurately and efficiently to program, course, application, registration, and payment questions.
• Monitor the department’s shared inbox and phone queue, ensuring inquiries are addressed promptly and routed appropriately when necessary.
• Accept and process customer payments.
• Investigate registration and payment issues, determine their underlying causes, and recommend long-term solutions.
• Identify and troubleshoot system, process, and data issues affecting course setup, student registration, payments, and fee calculations.
• Research information across multiple sources and systems to resolve complex customer and registration issues.
• Document recurring issues and identify opportunities for system and process improvements.
• Assist with setting up and reconfiguring furniture in shared YFRP learning spaces to support classes and events.
• May perform other duties as needed.

Benefits

• 12 paid holidays AND the University is closed between Christmas and New Year's (requires use of 3 vacation days)
• Between 12-24 annual paid vacation days for full-time Professional and Classified staff depending on position type and years of service
• 10.76% University contribution to your ORP retirement fund (Professional and Faculty employees)
• 11.96% University contribution to your PERSI retirement fund (Classified employees)
• Excellent medical, dental and other health-related insurance coverages
• Tuition fee waiver benefits for employees, spouses and their dependents

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed