Program Support Specialist

About Us:
The same philosophy of personal attention that distinguishes Yorkville Education Company as a leading provider of post-secondary education makes us an exceptional place to work. We are a progressive and modern institution, responding to the needs of current and future students and implementing the best technology solutions to empower our work. We prioritize diversity, open doors to those often overlooked, welcome new Canadians, and provide pathways to successful careers.

Yorkville Education Company (which manages both Yorkville University and the Toronto Film School) began with a simple idea in 2004: offer flexible, rigorous, and career-focused degrees on campus and online to people who are on a purposeful path. With campuses in Ontario, British Columbia and New Brunswick, we equip our graduates with the professional knowledge, skills and designations that employers value.

Focused on providing a transformative, accessible and flexible higher education environment, our teams, from the President to the newest staff member, share a passion for learning, teaching, and growing as individuals and as teams. We nurture an inclusive, supportive, and genuinely kind work environment at our three campus locations.

If you want to shine a light on academic excellence, be empowered to make an impact on the transformation of the Canadian post-secondary education landscape, and work collaboratively beyond levels, join us.

Who we need:
We are excited to announce the search for proactive, tech-oriented individuals to fill the role of Program Support Specialist, alongside the launch of our brand-new Student Information System. This critical role is dedicated to offering robust end-user support through our sophisticated ticket management system and a variety of communication tools, aiding students in adapting to our newly implemented student information system. Responsibilities extend to leading shifts and guiding junior support staff.

What you will do:
Key responsibilities include:

- ** User Assistance**: Providing personalized assistance, coaching, and first-level technical support to students. This involves troubleshooting login issues, navigating users through system features, and offering tips for optimal system use.
- ** Issue Escalation**: Recognizing and forwarding complex technical problems to the appropriate senior IT/business staff or system vendors when necessary.
- ** Documentation**: Diligently tracking and maintaining detailed records of user inquiries, challenges faced, and the solutions provided.
- ** Feedback Collection**: Actively collecting feedback on the system's performance and user-friendliness, which is crucial for ongoing improvement initiatives.
- ** Training Support**: Contributing to the creation and implementation of training materials and sessions to educate new users on the system.

In addition, the role encompasses:

- Efficiently receiving, prioritizing, documenting, and resolving end-user requests, with escalation of incidents when required to maintain SLA standards.
- Utilizing diagnostic and help request tracking tools for problem resolution, in addition to providing direct, hands-on support within Tier I.
- Promoting a supportive team environment that encourages personal growth, inclusivity, and excellence, all in alignment with our mission to champion student success.

What you bring:
**Technical Skills**: Strong personal abilities in using MS Teams Chat, Video Calling, and Screen Sharing functions. Confidence with intermediate-level MS Office (Word, Excel, and related) functions. Basic understanding of information systems and technical troubleshooting. Familiarity with any Student Information System is a plus (but not required).

**Communication Skills**: Excellent verbal and written communication skills, with an ability to explain “how-to-use” and technical concepts in a clear and user-friendly manner.

**Problem-Solving**: Strong analytical and problem-solving skills, with a keen attention to detail.

**Teamwork**: Ability to work effectively both independently and as part of a team.

**Flexibility**: Willingness to work in shifts, including evenings and weekends, as required.

**Leadership and Shift Management**: Utilize leadership skills to motivate, monitor, and manage shift workers effectively, ensuring a collaborative and productive work environment.

What's in it for you:
We provide a transformative, accessible and flexible higher education environment, our team shares a passion for learning, teaching, and growing. We nurture an inclusive, supportive, and diverse work environment throughout our three campus locations.

What does the best of all worlds mean at Yorkville University:

- An atmosphere that successfully blends an entrepreneurial culture with education. We value innovation and continuously look towards expanding our programming, working with the latest research, tools, and solutions. As a private school with government approval of our offerings, we h