Instructional Support Technician, Student Success Management System

State University of New York at Buffalo; New York (NY); On-site; USD 58,000 - 61,000; Full time

Benefits offered by this job

Benefits program

Job summary

University at Buffalo is seeking an Instructional Support Technician to support the Navigate360 student success management system. This role reports to the Associate Director and serves as the first line of response for campus users, delivering courteous and accurate assistance.

The position involves organizing trainings, developing mobile app content, and creating resources to optimize system use across campus. Full-time on North Campus with a comprehensive benefits package.

Qualifications

• Bachelor's degree and 2 years experience required.
• Excellent attention to detail and organizational skills.
• Strong customer service, verbal and written communication, with diverse populations.
• Strong computer skills; MS Office proficiency required.
• Able to work independently and in a team.

Responsibilities

• Deliver accurate, courteous, and professional responses to platform users of Navigate360.
• Organize and facilitate training on the student success management system.
• Develop and maintain mobile app content for students.
• Create and maintain training resources to optimize system use campus-wide.
• Support access provisioning and onboarding in Navigate360.
• Partner with the vendor as appropriate.
• Provide frontline support and monitor user inquiries.

Skills

Attention to detail

Organizational skills

Customer service

Verbal/written communication

Interpersonal communication

Team collaboration

MS Office proficiency

Education

Bachelor's degree

Master's degree (preferred)

Tools

MS Office Suite

Job description

Instructional Support Technician, Student Success Management System

Position Title Instructional Support Technician, Student Success Management System

The University at Buffalo (UB) Office of the Vice Provost and Dean of Undergraduate Education seeks to hire an Instructional Support Technician. This individual supports the university-wide goal of increasing student retention and graduation. The student success management system, EAB Navigate360, provides one entry point for students to schedule interactions with student supporters on campus. The system provides staff campus-wide with an easy-to-use platform to better serve our students. This position, reporting to the Associate Director of Student Success Management System, will serve as the first line of response for the Navigate360 campus users and is responsible for customer success.

• Deliver accurate, courteous, and professional responses to all platform users who seek assistance with the student success management system, EAB Navigate360
• Organize and facilitate training in relation to effective use of the student success system.
• Develop and maintain mobile app content for students.
• Create and maintain training resources to enhance and optimize the use of the system across campus.
• Support access provisioning through welcome to and training in the student success management system.
• Partner with the student success management system vendor, when appropriate.
• Provide front-line support to the student success management system users.
• Monitor user inquiries, questions, and requests.

Undergraduate Education shapes, supports, and enhances the undergraduate educational experience at UB. We focus on making each student's experience academically excellent so they can meet and exceed their individual goals.

We invite individuals to apply whose perspectives and experiences will enrich and strengthen our organization. Undergraduate Education serves a diverse constituency of patrons, and our employees, services and policies strive to honor and reflect this diversity. We encourage candidates who thrive in a welcoming multicultural environment to apply.

Benefits

• Our benefits, where we prioritize your well-being and success to enhance every aspect of your life.

University at Buffalo is an affirmative action equal opportunity employer and, in keeping with our commitment, welcomes all to apply including veterans and individuals with disabilities.

Minimum Qualifications

• Bachelor's degree and 2 years experience
• Excellent attention to detail and organizational skills
• Strong customer service skills in particular strong verbal, written, and interpersonal communication skills, with the ability to communicate clearly and respectfully with diverse populations.
• Strong computer skills, including proficiency in MS Office Suite is required.
• Ability to work both independently and collaboratively as part of a team.
• A combination of education and experience may be considered in lieu of the requirement.

Preferred Qualifications

• Master's degree and 1 year experience
• Experience in a college or university setting working with student success programming, student advising or support, and/or student success management systems
• Experience working with SUNY and/or UB systems
• Experience developing multi-media materials, like those typically used in training
• Navigate360 or other CRM administration experience

Salary Range

$58,000 - $61,000

Job Type

Full-Time

Campus

North Campus

Contact Information

Contact's Title: Chief Student Retention Officer

Contact's Email: [e-mail]

Contact's Phone: [phone]

Arrangements will be made if an applicant has a disability in order to provide access to the application, interview and selection process upon request. Reasonable accommodation requests must be made in a timely manner by email at [e-mail] or by phone [phone].