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Student Support Specialist

Full Time
Jackson, MS 39203
$21 - $23 an hour
Posted 5 days ago
Job description

Pearson Online Learning Services (POLS) adds life to a lifetime of learning. We are a community of educators, designers, marketers and entrepreneurs. We work across diverse disciplines and global boundaries to connect more students to top tier universities and colleges. We partner with higher education institutions to help them build and manage learner-centered, academically strong experiences that help learners to achieve success in career and life.

Our team helps our academic partners translate their pedagogical visions into rich, engaging online experiences that deliver strong outcomes. Providing strategy, planning, and research to help identify opportunities, prototype new offerings, and improve program performance. Enrolling students by building compelling marketing campaigns, improving recruitment, and opening new channels to reach qualified learners. Advising and supporting partners to rapidly expand non-degree offerings, including short courses, boot camps, and other forms of experiential, team-based learnings. Support and coaching learners to improve recruitment, retention, satisfaction, and graduation rates.

The Student Support Specialist’s primary responsibility is to build an effective, trusting relationship with each student that ultimately promotes student persistence. This includes communicating with the student in an effective manner, setting goals, advising students on effective problem solving, assessing student risk factors and responding accordingly. The Student Support Specialist is responsible for representing the University or College brand and providing students with the institutional information, guidelines, policies and procedures regarding new and returning student enrollments. This includes providing academic course requirements, course registration, and timelines to complete all items regarding their degree program or course of study. Additionally, this position is responsible for managing accurate student information regarding their progress throughout the degree program.

Pearson is currently holding the Pearson Online Learning Services business under strategic review to assess the optimal long-term ownership structure.

Important: We are seeking qualified candidates that are willing to work Monday -Friday 9AM -6 PM PST shift, which equates to 10AM-7PM MST, 11AM-8PM CST, or 12PM-9PM EST. Also, availability to work one Saturday a month is required.

General Responsibilities:

  • Specific duties and responsibilities include, but are not limited to, the following:
  • Guide and Monitor students’ progress regarding issues such as student orientation, course selection and registration, course materials, billing and navigating the online courses.
  • Provide high touch support to students and act as the student’s main point of contact during their program of study.
  • Follow established communication plan guidelines and protocol.
  • Contact each new student to conduct a Learning Preparedness Assessment or similar process, including leading new student welcome/orientation calls. Communicate course information and required course materials to students to ensure preparedness well in advance of course start dates.
  • Evaluate student’s abilities, interests and personality characteristics in order to provide regular guidance and support activities.
  • Timely response to student’s inquiries – if a student inquires before noon a response is required by end of the current business day, if the student inquires after noon, a response is required before noon the next business.
  • Completes all tasks as defined in the timelines assigned.
  • Proactively contact students by telephone, email and other methods to build and maintain relationships.
  • Acclimate new students to the learning environment including leading new student welcome/orientation calls and webinars.
  • Advise students on university administrative matters (registration, withdrawal, course materials, financial aid, etc.).
  • Maintain accurate and complete student enrollment records as required by university governance and all laws, policies and administrative regulations and policies, to include keeping accurate information in the CRM.
  • Follow up with students that contacted Technical Support to ensure their issue is resolved.
  • Identify and respond to at-risk behaviors by offering additional support and counseling.
  • Meet or exceed student retention program metrics each term.
  • Implement re-engagement initiatives to bring inactive students back into the program.
  • Accurately and effectively communicate student feedback to internal and external departments.
  • Escalate student retention concerns to Manager’s attention.
  • Facilitate student requests for assistance such as contacting campus based facilitators for arranging additional academic tutoring and referring students to the appropriate university services.
  • Attend all required internal and external professional meetings, telephone conferences and training workshops to maintain and improve competence.
  • Using communication tools and protocol, share relevant information with other key stakeholders.


  • 4-year degree from an accredited institution OR appropriate combination of experience and education.
  • 2 years previous customer service experience in a high volume corporate or call center environment.
  • Ability to work effectively across teams.
  • Professional oral, written and communication skills for effective contact and presentation with stakeholders.
  • The ability to multi-task, and work well under pressure with tight timelines.
  • Must be able to perform non-local travel up to 10% if required by the business.

As required by the Colorado Equal Pay Transparency Act, Pearson provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $21.00-$23.00 USD per hour. This position is not bonus eligible, and information on benefits offered can be found on our benefits website:


Organization: Virtual Learning

Schedule: FULL\_TIME

Req ID: 8323


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