Student Support Specialist

Massachusetts, United States
Salary Not specified
Aug 26, 2020
Employment Level
Employment Type
Full Time

Student Support Specialist

About Northeastern:
Founded in 1898, Northeastern is a global research university and the recognized leader in experience-driven lifelong learning. Our world-renowned experiential approach empowers our students, faculty, alumni, and partners to create impact far beyond the confines of discipline, degree, and campus.

Our locations—in Boston; Charlotte, North Carolina; London; Portland, Maine; San Francisco; Seattle; Silicon Valley; Toronto; Vancouver; and the Massachusetts communities of Burlington and Nahant—are nodes in our growing global university system. Through this network, we expand opportunities for flexible, student-centered learning and collaborative, solutions-focused research.

Northeastern's comprehensive array of undergraduate and graduate programs— in a variety of on-campus and online formats—lead to degrees through the doctorate in nine colleges and schools. Among these, we offer more than 195 multi-discipline majors and degrees designed to prepare students for purposeful lives and careers.

About the Opportunity:
The Student Support Specialist position will support wellness of learners throughout Northeastern's global network. He/She/They will be a critical part of our COVID19 Wellness response team providing case management support to students throughout the network. The Specialist will advise learners across a large number of wellness areas including but not limited to testing, CDC guidelines, quarantine protocols, and resources such as primary care physicians and testing sites. The Specialist will research and identify resources for our learners to meet their wellness needs during this time and will and provide telephone wellness checks on students in quarantine. The Specialist will provide assistance to learners by providing resources, referrals and guidance to help the learner overcome wellness challenges. The Specialist will work collaboratively with Northeastern offices and independently cultivate a myriad of resources for students. Resources include referrals to Northeastern departments such as University Health & Counseling Services and the Disability Resource Center and local resources in the learner's community.

He/she/they will be responsible for data analysis, reporting and documenting of services including walk-ins, phone calls, and emails. This role also serves as the primary point of contact for web content management and social media outlets for outward-facing wellness communications.

Responsibilities will include managing web content to ensure information is accurate, timely, and up to date. The Specialist will maintain an active social media presence to keep students interested, engaged, and up to date on related programs and processes; platforms will include Twitter, Facebook, Instagram, etc.

This position carries significant responsibility because of the time sensitive information that must be accurately conveyed to all customers. This is a highly visible position requiring constant and high-caliber customer contact via telephone, e-mail and in-person visitors, and the ability to provide assistance to the point of problem resolution.

The Student Support Specialist must be comfortable working in a very fast-paced environment. He/She/They must possess the ability to handle confidential information in a sensitive manner; be detailed oriented; possess strong administrative experience and communicate clearly and effectively to a diverse student population. Additionally, he/she/they must possess enthusiasm for wellness and higher education and a commitment to the mission and goals of the University through his/her/their dedication to customer service.

Special Notes:

The Student Support Specialist will be expected to be available by phone after hours and available some nights and weekends as needed.

This is a 9-month term position with the possibility of renewal depending on funding and business need.

Bachelors required. The ideal candidate has 2-4 years' experience in a college/university setting or a related field.

The Specialist must have the flexibility to work on several projects concurrently. Demonstrate diplomacy and sensitivity in working with confidential matters. Requires sound judgement and analytical skills; attention to detail with a high degree of accuracy and follow through; ability to work under pressure with a positive attitude. He/she/they must be able to work independently as well as part of a team. Must be able to work effectively in a culturally diverse environment and possess enthusiasm for higher education and have an overall commitment to excellence in customer service. Ideal candidate: outgoing, detail-oriented team player that is able to communicate clearly to a diverse student, parent, and staff population.

Customer Service Skills include professionalism; diplomacy; reliable and consistent service; ability to assess problems and customer needs; able to handle difficult customers and situations. Leadership skills; ability to motivate others; diplomatic and consistent; conflict mediation skills; able to work as a part of a team; some training and development experience preferred; excellent organization skills and attention to details. Functional use of database applications preferred. Strong communication and public speaking skills: Ability to communicate information to large groups of students; listens well; good verbal and written skills, including the ability to proofread publications and other written materials. Willingness and ability to adapt and quickly learn new policies and procedures.

Salary Grade:

Additional Information:
Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

To learn more about Northeastern University's commitment and support of diversity and inclusion, please see

To apply, visit


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