UMA Education

  • Classroom Support Specialist

    Job Locations US-FL-Tampa
    Job ID
    Student Services
  • Job Posting

    Purpose of the Postion

    Assist students with basic questions or connect them with the correct department or resource.





    Primary Duties and Responsibilities

    • Evaluate and resolve student inquiries, issues and problems, and ensure appropriate action is taken to the satisfaction of the student and UMA in compliance with policy, procedures and legal requirements.
    • Assist students with how to log into class, walk students through the required steps to reset their login credentials.
    • Assist students with contacting their instructor/Student Finance/Academic Facilitation Department/and other student-supporting departments.
    • Confirm student book shipments, book type required, and assist student with questions about e-book print on demand features and availability.
    • Assist students with LMS navigation and resource discovery.
    • Handle calls with a blend of quality and efficiency to ensure service levels are maintained and all incoming calls are serviced appropriately.
    • Provide Tier One technical support to students in support of the Learner Services/New Student Advisor roles.
    • Advise students’ assigned Learner Services/New Student Advisor of issues, problems, notes, questions, and comments communicated by students.
    • Document all call types that come in via the Classroom Support queue.
    • Assess student technical and other issues and provide input on improving overall student experience.
    • Assist with and facilitate initiatives designed to improve the effectiveness of the Learner Services program and other marketing based programs.
    • Provide administrative support to online departments including Learner Services, Registrar, Academics, Student Finance, and Admissions.
    • Work with Academics Department to help develop and improve curriculum content, quality and presentation based on issues, needs, and feedback communicated by students.
    • Ensure that internal processes are followed and in full compliance with Department of Education regulations and those of other regulatory bodies.
    • Demonstrates knowledge of, and carefully follows all applicable federal and state compliance requirements and regulations including those prescribed by the Department of Education, Accrediting Agency, and CIE.
    • Effectively communicates compliance requirements to students and other staff as appropriate and quickly escalates any compliance concerns to the Compliance Department.




    Experience and Skills Required:

    • Strong organizational and technical skills
    • Disciplined, able to pay close attention to detail
    • Excellent written and verbal communication skills
    • Ability to support multiple initiatives concurrently
    • Detail and deadline oriented, flexible to rapid change
    • Highly motivated and able to motivate others
    • Experience with MS office suite including Excel, Project, Visio






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