City : Hamilton

Category : Full-Time Support

Industry : Education

Employer : Mohawk College

Status: Full Time

Hours: Monday – Friday, 35 hours/week

Home Campus: Fennell (hybrid work arrangements available)

Rate of Pay: Payband G (Start Rate: $33.55 per hour)

Posting Date: November 12th, 2024

Closing Date: November 18th, 2024 at 7:00 pm EST

Preference will be given to qualified employees within the Full Time Support Staff bargaining unit, Appendix D (in the role for 6 consecutive months) and RPT employees who have passed probation at Mohawk College.

We believe the rich diversity among our students and the communities we serve should be reflected within our workforce. As educators, we believe it is important to act and show leadership in advancing the principles of reconciliation, equity, diversity, and inclusion in our community.

The International Support Services Officer (ISSO) diligently provides exemplary customer service and assistance to international students and Mohawk community members at the International Welcome Desk.  This role is integral to creating a sense of belonging at the college as the ISSO is the primary point of contact for international students.

The ISSO adeptly answers questions and resolves general inquiries by asking probing questions to provide the appropriate information /solution. The incumbent also determines if the query requires escalation to another unit within the International and Partnerships Division or another college service.

The ISSO investigates inquiries, trouble-shoots student record anomalies to determine next steps and provide a seamless transfer of information to the next referral point. Additionally, the officer supports the functional and operational aspects of events at the Language & Culture Centre.

This position provides uninterrupted and reliable service at the International Department Welcome desk in collaboration with the Applicant and Student Liaison Representatives, ensuring students have access to the support they need during business hours. They will maintain the highest standards in regard to confidentiality, enforcing the Freedom of Information and Protection of Privacy Act (FIPPA).

What you’ll be doing:

Welcome Desk and Student Experience

•  Responds to a wide range of inquiries, received in person, telephone, and email, regarding college procedures and general information, immigration, registration, admissions, international student services, financial assistance, and other services directly related to the international student experience.
• Act as the welcoming support and first point of contact for visitors (applicants, international students, agents, staff, faculty, and third-party representatives) to the International and Partnerships department across the collaborative international spaces.
• Ask probing questions to gain insight into the student's enquiry, determine appropriate response and anticipate follow-up questions so that the enquirer receives comprehensive support.
• Directs specific subject matter questions to experts within the department, the RO, other Mohawk services and/or the academic schools as appropriate for further assistance. Assist students with booking appointments with International Services staff.
• Proactively respond to and resolve issues relating to student services and engagement activities. Employs strong communication and listening skills to de-escalate situations and identifies ways to support students.
• Understanding of different roles and supports within international and other departments throughout the college, enabling them to direct students to the appropriate staff members.
• Communicates with students and other partners using discretion, confidentiality, diplomacy, and sound judgment with respect to enquiries via telephone, in person, or email.
• Create and maintain template communications for the team to ensure that replies are consistent, relevant, and accurate.
• Thorough knowledge of the policies and procedures of the admissions and registration process for International Students, including requirements, fees, visa applications, deferrals, and refunds.
• Possess a detailed understanding of all programs offered by Mohawk College, those that are available to international applicants and explain the requirements and procedures for applying to Mohawk College.

International Student Engagement and College Events

•  Assists the retention and engagement team with the creation of event marketing and promotional materials (using Canva and other resources).
• Supports international events set up and take-down activities.
• Participates in international signature and welcome events and college-wide engagement initiatives; examples include Orientation, cultural celebrations, open house, and international education week.
• Liaise with marketing to showcase upcoming events throughout the college.
• Ensures the space at J137 is always welcoming and inviting for students, responsible for its upkeep, including the appropriate layout for furniture, resources and proper functioning of technology, liaising with facilities, maintenance and IT as needed.

Process Improvement and Knowledge Sharing

•  Identifies issues and service gaps that present barriers for current students and recommends solutions to the Manager, Retention and Engagement and to the Manager, International Student Services for new or revised procedures where efficiencies can be achieved.
• Responsible for maintaining a comprehensive understanding of international processes and procedures by contributing to the development and upkeep of the departmental knowledge base, ensuring that accurate and current information is provided to students and applicants.

Other duties as assigned.

What you’ll bring to the role:

•  A minimum of two-year post-secondary diploma/degree Business Administration, Marketing, International Business, Communications, or related fields; or equivalent combination of education and experience.
• A minimum of 3 years of practical experience in a service-oriented environment within an educational setting, primarily related to supporting applicants, students and staff with experience managing multiple databases and being the first point of contact for student inquiries.

The successful candidate will also be able to demonstrate the following knowledge, skills and attitudes obtained through previous work experience:

•  Be approachable and relatable to all members of the college community. The ability to positively relate to applicants, students, faculty, staff, administration, and the public in a variety of situations (one-to-one and in groups) is essential.
• Demonstrated use of initiative in workload planning and a proactive approach in addressing customer concerns. Providing adequate follow-up to complaints and concerns.
• Ability to remain calm during an emergency or when dealing with difficult people or situations.
• Previous experience with designing marketing materials, the use of Canva, event set up and take down and working with or guiding student volunteers.
• Proficiency in and experience with business computer applications, including MS Office (Word, Excel, PowerPoint, etc.) Strong research skills are necessary with the ability to learn and adapt to new software applications.
• Very strong analytical, communication and writing skills, especially where English comprehension may be a challenge.
• Demonstrated organizational skills and ability to handle multiple tasks, frequent interruptions, and fluctuating volumes. Knowledge or experience with project management would be an asset.
• Team oriented: demonstrated intrapersonal skills and an ability to work effectively in a team environment is essential.
• Knowledge of post-secondary education systems – knowledge of college programs, student policies, student services, student success initiatives, and corporate databases, including Banner or similar student information management systems, would be an asset.
• Demonstrated commitment and understanding of human rights, equity, diversity, inclusion, and accessibility.
•  The ability to communicate and work effectively with diverse students, employees, and communities.

What we offer:

•  Defined Benefit pension plan (CAAT) with contributions matched by Mohawk College.
• 93% top up of maternity and parental leave pay for 52 weeks.
• Progressive vacation plan starting with 15 vacation days plus annual holiday closure.
• Access to Employee Family Assistance Program including counselling services, financial literacy services, nutrition advice and more.
• Comprehensive benefits package including health, dental, vision, paramedical services (massage therapy, acupuncture, naturopath, psychotherapy and psychology), short-term and long-term disability.
• Ability to take courses at a reduced rate for employees and dependents.

To find out more about working at Mohawk College, please visit https://www.mohawkcollege.ca/about-mohawk/careers-at-mohawk

We are committed to reconciliation and nurturing an inclusive, diverse, equitable, and accessible (IDEA) environment for everyone who learns and works at Mohawk College. We welcome applications from racialized persons, women, Indigenous people, persons with disabilities, 2SLGBTQIA+ persons, and others who may contribute to the further diversification of ideas.

The College is committed to fostering inclusive ad barrier-free recruitment and selection processes. If you require accommodation during any stage of the recruitment process, please contact Human Resources.

To learn more about Mohawk College’s commitments, please visit the Mohawk College strategic plan webpage: https://www.strategicplan.mohawkcollege.ca/