Remote Student Support Specialist

AMU & APU; United States; Remote; USD 36,000 - 60,000; Full time

Job summary

American Public University System (APUS) seeks a Student Support Representative to act as the front-line contact for AMU/APU students. The role requires broad knowledge of University policies, programs, and funding sources, with the ability to resolve tier-one questions and refer complex matters to appropriate departments.

The SSR will handle inquiries via phone, email, or chat, protect FERPA privacy, and work with multiple departments such as Financial Aid, Admissions, and Marketing to ensure

Qualifications

• Excellent verbal and written communication skills.
• Ability to learn quickly in a high energy team environment.
• Excellent organizational skills and the ability to work under tight deadlines.
• Ability to work with limited supervision and manage time effectively.
• Ability to write well-organized emails and other written communications.
• Ability to actively listen and respond to student needs.
• Ability to prioritize tasks to maximize efficiency and meet deadlines.
• Team player with willingness to share information and assist colleagues.
• Ability to explain university policies clearly to students.

Responsibilities

• Provide information and problem resolution to students via phone, email, or chat.
• Protect student privacy in compliance with FERPA.
• Develop conflict resolution strategies and communications.
• Utilize CRM and other software used in the Student Support Center.
• Resolve routine and escalated student concerns professionally.
• Collaborate with APUS departments to resolve issues.
• Meet or exceed performance goals as directed by supervising leadership.
• Maintain a professional and organized workspace and schedule.
• Support team with special projects as assigned.

Skills

Verbal communication

Written communication

Customer service

Team collaboration

CRM software

Problem resolution

Time management

Privacy compliance

Email etiquette

Active listening

Tools

CRM software

MS Office / Email

Job description

American Public University System (APUS) seeks a Student Support Representative to act as the front-line contact for AMU/APU students. The role requires broad knowledge of University policies, programs, and funding sources, with the ability to resolve tier-one questions and refer complex matters to appropriate departments.

The SSR will handle inquiries via phone, email, or chat, protect FERPA privacy, and work with multiple departments such as Financial Aid, Admissions, and Marketing to ensure