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Online Support Specialist

Apply now Job no: 492981
Work type: Hourly (Full Time)
Location: Marion, IN, Other
Categories: Other

Job Title: Online Support Specialist

Reporting Relationship: Executive Director of Online and Student Experience

Unit: National & Global

Department: Student Experience

Campus Location: NGM Building

Summary of Position:    Provide support to students and faculty involved in IWU courses that utilize the online Learning Management System. Research and navigate that environment according to the concerns at hand. Interface with a variety of individuals within IWU to resolve those issues.

Duties and Responsibilities

  • Provide support and conflict resolution for academic and classroom issues via phone, email, chat, and other technological methods for students and faculty involved in IWU courses within the Online Region. Coverage includes online degree courses, electives, and non-degree courses
  • Frequently operate and utilize the Learning Management System
  • Ensure reliable communication within the regional education system at IWU
  • Interface with the designated Academic personnel within the requisite schools and departments to ensure resolution of student and faculty issues
  • Provide gateway assistance to students searching for answers pertaining to Accounting, Enrollment, Financial Aid, and Resource situations
  • Maintain a database of support calls and frequently asked questions
  • Provide expert advice regarding online educational needs and requirements
  • Provide management with statistics on support provided to online students and/or faculty
  • Research and experiment with new online course and communication tools
  • Demonstrate a Christian worldview and uphold the university's Christ-centered mission while interacting with students and faculty
  • Perform other duties as assigned

Qualifications: According to Indiana Wesleyan University employment policy all employees must possess a strong Christian commitment and adhere to the standards outlined in the IWU Community Lifestyle Statement.


  • Bachelor’s degree in business or related field.


  • Experience as a student taking an online course

Required Skills

  • Demonstrated proficiency with Microsoft Office products
  • Working knowledge of the Internet
  • Excellent communication skills
  • Creative, logical and forward thinking
  • High degree of accuracy and attention to detail
  • Excellent people skills necessary to provide warm and helpful customer-oriented support to adult students
  • Demonstrable conflict resolution skills
  • Thorough decision-making skills
  • Must be self-directed with the ability to work effectively individually and in a team environment
  • Requires a combination of in office and on call availability. Some weekend and evening on-call hours may be required

Diversity Statement

IWU commits to create a community that reflects kingdom diversity. We will foster an intentional environment that exhibits honor, respect, and dignity. Acknowledging visible or invisible differences, our community authentically values each member’s earthly and eternal worth. We refute ignorance and isolation and embrace deliberate and courageous engagement.


As a religious educational institution operating under the auspices of The Wesleyan Church, Indiana Wesleyan University is permitted and reserves the right to prefer employees on the basis of religion (42 U.S.C., Sections 2000e-1 and 2000e-2).

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Employees will be required to follow other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.


Advertised: US Eastern Daylight Time
Applications close: US Eastern Daylight Time

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Indiana Wesleyan University is committed to equal opportunity in employment and education. Indiana Wesleyan University admits students and employees of any race, sex, color, national or ethnic origin, disability, age, service in the military, or any other status protected by law. These have access to all the rights, privileges, programs and activities generally made available to students or employees at the University. It does not discriminate on the basis of race, sex, color, national or ethnic origin, disability, or age, service in the military, or any other status protected by law, in the administration of its educational policies, scholarship and loan programs, athletic and other administered programs, and all phases of employment, including hiring, promotion, demotion, treatment during employment, rates of pay or other compensation, and termination of employment.