Nova Scotia Community College

The Online Service Specialist is an expert in client satisfaction and knowledge management and is solutions-oriented to provide support to prospects, applicants, current students, and other internal and external partners of NSCC. Enthusiastic and passionate about the NSCC experience, this role requires a high level of communication, positivity, ownership, organization, and knowledge. It requires a strong desire to contribute to student success and the success of the College as a key force in the economy and quality of life in Nova Scotia. The Online Service Specialist is responsible for both inbound and outbound communication, which fosters a quality experience for our students.

As one of our first responders to student inquiries, the Online Service Specialist will:

• Represent NSCC in building strong relationships.
• Develop and convey a deep, rich knowledge of NSCC services, practices, and policies.
• Be considered a subject matter expert for people wanting services and supports in an online environment.
• Flexible and responsive, the Online Service Specialist will have the ability to embrace and capitalize on new processes, technologies and systems designed to improve the student experience.
• Play an integral role in fostering and influencing existing online service delivery and supporting the development of new online service initiatives.

Reporting to the Manager, Signature Events and Service, the Online Service Specialist serves as frontline service support for Brightspace users, NSCC's eCampus and online Apprenticeship, providing them with informing and navigating support as needed. The Online Service Specialist responds to telephone calls, emails, tech service desk tickets and other online service requests in an accurate and timely manner, while providing a high level of customer service to ensure a quality experience for all clientele, both internal and external. This position actively makes connections between clients and College services that foster student success, through a deep understanding and knowledge of NSCC services, practices, and policies.

Qualifications and Occupational Experience:

• The minimum educational qualification for this position is a two-year College diploma in Office Administration, Business, Communications, Information Management, or a related discipline.
• You have a minimum of three (3) years recent experience in providing exceptional service in a client-focused environment.
• You are familiar with and comfortable using computer applications such as Microsoft Office Suite, E-mail, PeopleSoft and Brightspace.
• You are comfortable working in a digital environment; you take responsibility for acquiring knowledge about advancing technology; and you are committed to using technology in advancing your work.
• Experience in training/facilitation preparation, delivery and evaluation would be considered an asset.
• Experience supporting/providing service to students and prospective students would be considered an asset.

Relevant Skills and Knowledge:

• You demonstrate a commitment to inclusion, diversity, equity, accessibility and anti-racism.
• You possess excellent interpersonal skills and can interact at all levels of an organization.
• You are known for your superior customer service skills and can create a relationship of trust beyond the immediate interaction.
• Your superb team working skills enable you to contribute positively to a team environment.
• You are known for your problem solving and critical thinking skills.
• You are a strong communicator.
• You possess excellent coordination skills specifically related to working with colleagues across campuses and multiple departments and external stakeholders.
• You have proven records and information management skills and abilities specifically related to student records.
• You demonstrate a strong commitment to excellence in customer service.
• You are dedicated to life-long learning and show initiative in learning and using new technologies and online services.

We value Diversity and Inclusion

The College values diversity and inclusion and is committed to employment equity. We encourage applications from all qualified candidates including Aboriginal/Indigenous Persons, Black/African Nova Scotians, members of racially visible communities, persons with disabilities, persons of a minority sexual orientation, gender identity and/or expression, and women. Applicants from these communities wishing to self-identify may do so by completing the online questionnaire within the application.

All NSCC positions are advertised every Tuesday and Thursday. To learn more about us and our hiring process, please follow this link.

NSCC offers competitive compensation and a comprehensive benefits package. As a learning-centred organization, we provide opportunities for every NSCC employee to be a life-long learner. Candidates selected for interviews will be expected to provide at least three recent occupational references. The successful candidate will be expected to provide official transcripts to show proof of academic achievements.

NSCC is committed to the full inclusion of all applicants. As part of this commitment, NSCC will ensure that applicants are provided reasonable accommodations, as required. If accommodation is needed to participate in the job application process, please contact Nikki Berrigan, HR Generalist at [email protected]. Our Employee Workplace Accommodation Policy can be found here.