Remote or Hybrid Student Support Specialist

Missouri Online

This recruitment is managed by the Office of Human Resources at the Columbia Campus. For application questions please contact OHR at 573-882-7976.

Missouri Online’s Student Lifecycle Support team seeks a Remote or Hybrid Student Support Specialist who is passionate about helping others achieve their educational goals. Your gift for conversation and listening will help students find success in their online degree programs, and help them navigate processes, costs, and career-oriented exploration. Your work with individual students will support a larger vision of retention and persistence for online students across the four University of Missouri campuses.

Key Responsibilities:

• Provide customer service and problem-solving for students associated with our four campus partners either taking online courses or engaged in academic technology in their courses in other formats. Provide direct, student-facing support to routine and non-routine inquiries via phone, email, and chat.
• Provide intake coaching to inquiries reaching out to the Missouri Online primary phone, email, and chat contacts.
• Conduct outgoing call campaigns to support students at different points in their academic careers.
• Assist students in online proctoring policies, practices, and other related support needs.
• Provide focused support to students and instructors around MU’s online self-paced courses.

As with all positions, there may be additional duties and responsibilities required to support the mission and purpose of Missouri Online.

Skills and Talents:

• You are genuinely interested in people.
• You are curious, have a strong drive to excel in your work, enjoy opportunities to grow and develop, love learning new things, and have a desire to understand the inner workings of the university system.
• Missouri Online attracts online students from all over the world from a wide variety of backgrounds and career situations. You must value and appreciate the differences among all people.
• You excel at explaining complicated processes in both verbal and written form.
• You are proficient with technology, and you are not afraid to train to become an expert in multiple systems that will allow you to optimize student support.

Our desired outcome is a successful student. Our definition of success is more than the academic outcomes of the student, it is respecting the intersectionality of student lives and their academic pursuits. It is examining the myriad life roles students have, and how those come together to support their goals in the classroom and in the wider scope of their lives.

We add value by working alongside our student, program, campus, and system partners to layer in a personalized, high-touch, developmentally focused approach to student empowerment. We work individually with online students at UM-System campuses to learn more about their backgrounds and unique situations; by understanding their stories we can inspire them to reach their academic goals.

$16.00 / hour

Grade: GGS 6

University Title: STUDENT SUPPORT SPECIALIST I

Internal applicants can determine their university title by accessing the Talent Profile tile in myHR.

Monday – Friday; 8:30am – 5:30pm

A high school diploma or an equivalent combination of education and experience and at least 1 year of experience from which comparable knowledge, skills and abilities can be acquired is necessary

1-3 years of experience in student support. Previous experience in higher education or working with post-traditional students.

Resume, Cover Letter

Missouri Online provides the academic technology and digital learning services for all students in all modalities system wide. We provide an administrative structure for the delivery of more than 350 fully online and hybrid degree and certificate programs by providing marketing services, prospective and current student coaching and support, program coordination, research, enrollment and learner analytics, instructional design, academic technology, and distance education state authorization coordination. We work with colleagues from all four Universities (the University of Missouri-Columbia, the University of Missouri-Kansas City, the Missouri University of Science and Technology, the University of Missouri-St. Louis) to enhance educational experiences, advance technological services, and increase efficiencies while pursuing continuous collaboration between the four institutions.

Applicants must be authorized to work in the United States. The University will not sponsor applicants for this position for employment visas.

Columbia, Mo., is known as an ideal college town, combining small-town comforts, community spirit and low cost of living with big-city culture, activities and resources. Home to nationally renowned public schools and other colleges and educational centers, Columbia is packed with restaurants and entertainment venues and hosts more than a dozen annual cultural festivals.

This position is eligible for University benefits. The University offers a comprehensive benefits package, including medical, dental and vision plans, retirement, paid time off, and educational fee discounts. For additional information on University benefits, please visit the Faculty & Staff Benefits website at http://www.umsystem.edu/totalrewards/benefits

Values Commitment

We value the uniqueness of every individual and strive to ensure each person’s success. Contributions from individuals with diverse backgrounds, experiences and perspectives promote intellectual pluralism and enable us to achieve the excellence that we seek in learning, research and engagement. This commitment makes our university a better place to work, learn and innovate.

In your application materials, please discuss your experiences and expertise that support these values and enrich our missions of teaching, research and engagement.

Equal Employment Opportunity

Equal Opportunity is and shall be provided for all employees and applicants for employment on the basis of their demonstrated ability and competence without unlawful discrimination on the basis of their race, color, national origin, ancestry, religion, sex, pregnancy, sexual orientation, gender identity, gender expression, age, disability, protected veteran status, or any other status protected by applicable state or federal law. This policy shall not be interpreted in such a manner as to violate the legal rights of religious organizations or the recruiting rights of military organizations associated with the Armed Forces or the Department of Homeland Security of the United States of America. For more information, call the Director of Employee and Labor Relations at 573-882-7976.

To request ADA accommodations, please call the Director of Accessibility and ADA at 573-884-7278.

Know Your Rights

To read more about Equal Employment Opportunity (EEO) please use the following links:

• Know Your Rights English Version
• Know Your Rights Spanish Version