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Student Success Intern

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The Tennessee Board of Regents or affiliated institution does not discriminate against students, employees, or applicants for admission or employment on the basis of race, color, religion, creed, national origin, sex, sexual orientation, gender identity/expression, disability, age, status as a protected veteran, genetic information, or any other legally protected class with respect to all employment, programs, and activities sponsored by the Tennessee Board of Regents or affiliated institution.

Please see Special Instructions for more details.

Open until filled

Posting Details

Posting Text

Title Student Success Intern
Position Title Student Success Intern
Department TBR-TN eCampus
Position Summary

Student Success Interns serve critical advocate, and support roles for TN eCampus student success, course completion, and retention. Interns are responsible for providing highly engaged student-centered support to students enrolled in TN eCampus course offerings. Interns are a central source of information for students about courses, operations, policies, procedures, and offerings and assist students in connecting with resources at their home campus. Interns guide students in understanding expectations and overcoming obstacles to ensure success in online courses. This position requires significant contact via phone but also includes email, Web camera interaction, instant messaging, and alternate forms of communication.

Interns take a deep personal interest in their students’ progress and reflect commitment to their students’ success in all their daily work. They are experts in the use of the learning management system and the learning technologies students will come into contact with while taking TN eCampus courses, and can troubleshoot and assist as needed. They direct students to those with academic program details and are able to answer or obtain answers to the questions students may have about their academic progress in TN eCampus courses and programs. To this end, Interns must work collaboratively with personnel at partner institutions. Interns are well organized and strong communicators, interpersonally, technologically, and in writing.

Typical Duties and Responsibilities

Essential Functions:
Building student relationships and provide advocacy and guidance informed by best industry practices.

Providing direct, comprehensive guidance in online learning success.

Support student success and assist students in making academic progress.

Maintaining appropriate documentation of transactions and tracking student contact, and reporting regularly on progress and obstacles.

Maintaining regular communication with students and their institutional representatives.

Tracking student participation to meet benchmark goals throughout each semester;
Staying current in the use of administrative and learning technology tools.

Assist students in their educational progress from initial enrollment to course completion. Provide exceptional customer service by responding to inquiries and requests with no more than 24 hours whenever possible.

Closely monitor student progress for students with Academic Alerts, communicating with each student regularly on a personalized basis; intervene as necessary to assist those students having difficulty, and complete required reports on their status and progress.

Log and track trouble tickets, document problems/resolutions.

Serve as the student’s advocate in resolving matters of academic difficulty, misunderstanding or confusion or personal obstacles, and identify appropriate learning resources for them to use and facilitate their use of those resources.

Provide support to students and their other support personnel (instructors, course developers, campus contacts, etc.) as needed with technical and other issues to alleviate student obstacles.

Other duties as needed to support student success, retention, and completion.

Required Qualifications

Enrolled at a TBR institution working toward a degree.

Preferred Qualifications

Interest in academic advising or counseling;
Experience working in a mixed hardware environment (both PC and Mac);
Experience with using Brightspace/Desire2Learn.

Knowledge, Skills, Abilities and Work Characteristics

Strong customer service orientation;
Extraordinary communication skills; must be able to communicate at a high level verbally and in writing;
Technologically proficient; comfortable learning new technologies;
Highly proficient with productivity apps such as Microsoft Office, Open Office, Adobe suites, and strong internet navigation capabilities;
Must be a proven self-starter with highly developed time management skills;
Must be able to spend significant time working independently at a computer and on the telephone;
Excellent prioritization skills and capacity to manage multiple deadlines;
Remarkable talent for organization;
Excellent collaboration skills, ability to work as a member of a team;
Ability to develop and maintain positive collaborative working environment

Pay Rate
Posting Date 04/07/2017
Closing Date
Open until Filled Yes
Special Instructions to Applicants

Open until filled

Type of Appointment Other
FLSA Status Non-Exempt
Employment Category
Location Tennessee Board of Regents (Nashville)
Location of Position Nashville, TN
Posting Number 005572

Posting Specific Questions

Required fields are indicated with an asterisk (*).

Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents
  1. Curriculum Vitae