Instructional Support Technician, Student Success Management System

University at Buffalo; Town of Amherst (NY); On-site; USD 58,000 - 61,000; Full time

Job summary

The University at Buffalo is hiring an Instructional Support Technician for the Student Success Management System, Navigate360. This role supports campus users, delivers training, and creates resources to enhance student success through a centralized platform.

The position emphasizes strong customer service, detailed-oriented tasks, and collaboration with the vendor to ensure smooth operations across UB. A bachelor’s degree with experience is required.

Qualifications

• Bachelor's degree and 2 years experience.
• Excellent attention to detail and organizational skills.
• Strong customer service skills and ability to communicate clearly with diverse populations.
• Proficiency in MS Office Suite.

Responsibilities

• Respond to platform users with accurate, courteous assistance for Navigate360.
• Organize and facilitate training for effective use of the system.
• Develop and maintain mobile app content for students.
• Create and maintain training resources to optimize system use across campus.
• Assist with access provisioning and onboarding for Navigate360.
• Collaborate with the Navigate360 vendor when appropriate.
• Provide front-line support to system users.
• Monitor user inquiries and requests.

Skills

Customer service

Communication

Attention to detail

MS Office

Teamwork

Independent work

Education

Bachelor's degree

Master's degree (preferred)

Tools

Navigate360 CRM

MS SharePoint

UB/SUNY systems

Job description

Instructional Support Technician, Student Success Management System

Position Information

Position Title: Instructional Support Technician, Student Success Management System
Department: Undergraduate Education Office
Job Type: Full-Time

Position Summary

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.

Key Accountabilities and Responsibilities

• 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.

UndergraduateEducation 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. UndergraduateEducation 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.

Learn more

• Our benefits, where we prioritize your well-being and success to enhance every aspect of your life.
• Being a part of the University at Buffalo community.

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 OfficeSuite 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
• MS SharePoint administration experience
• Navigate360 or other CRM administration experience

Salary Range

$58,000 - $61,000

Is a background check required for this posting?

No

Contact Information

Contact's Name: Erin O'Brien

Contact's Pronouns:

Contact's Title: Chief Student Retention Officer

Contact's Email: [e-mail]

Contact's Phone: [phone]