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Classroom Support Specialist

Ultimate Medical Academy

Location: Tampa, FL 33607
Type: Non-Remote
Posted on: May 12, 2022
This job is no longer available from the source.
Classroom Support Specialist
Job Locations US-FL-Tampa
Job ID 2022-3595
Job Posting
UMA is a nonprofit healthcare educational institution with a national presence. Headquartered in Tampa, Florida and founded in 1994, UMA offers content-rich, interactive online programs as well as hands-on training at our Clearwater, Florida campus.
• Hourly pay rate: $17.00 per hour
• Medical (including prescription), Dental, Vision (UMA subsidized)
• FSA/HSA (Depending on Medical Plan chosen)
• $50,000 Life Insurance (UMA paid)
• Additional Voluntary Life Insurance (Team Member paid)
• Employee Assistance Program – EAP (UMA paid)
• Long Term Disability (UMA paid)
• Short Term Disability (Team Member paid)
• Supplemental Insurance such as Critical Illness, Accident, and Hospital (Team Member Paid)
• Paid Time Off – 15 days accrued in year 1, 9 holidays, and 1 day of Volunteering Time Off
• 401k (eligible upon completion of 90 days of employment and must be at least 21 years of age)
• Pet Insurance
• Identity Theft Protection
Purpose of the Position:
Assists students with basic questions, technical troubleshooting and/or connects them with the correct department or resource.
The Classroom Support Specialist reports to the Manager/AD, Classroom Support.
Key Responsibilities:
Functional:
• Provide appropriate support verbally that encourages, motivates, and leaves the student feeling positive on all interactions.
• Evaluate and resolve student inquiries, issues and problems, and ensure appropriate action is taken to the satisfaction of the student and UMA.
• 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-books.
• 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.
• Advise students’ assigned Learner Services/New Student Advisor of issues, problems, notes, questions, and comments communicated by students.
• Assist with and facilitate initiatives designed to improve the effectiveness of the Learner Services program and other marketing-based programs.
• Provide administrative support to 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.
Technical:
• Provide tier one technical support to students in support of the Learner Services/New Student Advisor roles.
• 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.
Support Institutional Initiatives
• Keep current on institutional goals, objectives, and progress
• Engage in institutional sponsored activities and initiatives as appropriate
• Lead with courage in support of change initiatives that impact organization
• Provide feedback and input
Compliance:
• Demonstrates knowledge of, and carefully follows all applicable federal and state compliance requirements and regulations including those prescribed by the Department of Education, accrediting agencies, CIE, and internal UMA policies and procedures.
• Effectively communicates compliance requirements to students and other staff as appropriate and quickly escalates any compliance concerns to the Compliance department.
Work Experience, Skills & Abilities:
Minimum Requirements:
• High School diploma
• Proficient verbal and written English
• Proficiency in MS Office (Word, Excel, PowerPoint, Access)
• Able to support a diverse and inclusive work environment
Preferred Requirements:
• Additional education from minimum requirement
• Customer service experience
• Technical support experience
• Certifications, Licenses
• Other skills or abilities
Working Environment:
• Ability to work full-remote, on-site, or a hybrid attendance model
• Flexibility to work evenings and weekends as needed
• This job cannot be performed in Colorado
Physical Demands:
• Requires long periods of sitting at a desk working on a compute
• Requires occasional bending, stooping and squatting
• Requires occasional lifting of up to 10 lbs
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