About Baltimore City Community College
Founded in 1947, Baltimore City Community College (BCCC) is a comprehensive, urban institution accredited by the Middle States Commission on Higher Education. The College’s campus is located in West Baltimore; the institution also has several satellite locations throughout the city. With its broad range of degree and certificate programs, affordable tuition, and extensive outreach, BCCC offers educational opportunities to the citizens of Baltimore City and throughout the state of Maryland. BCCC serves nearly 14,000* students annually, providing credits that transfer to four-year colleges and universities as well as workforce training leading directly to job placement. The College is proud of the fact that nearly 90** nations are represented within the student body.

* Based on annual unduplicated credit and non-credit headcount for FY 2018.
**Based on fall 2018 credit enrollment.
Requisition Number: 2022-119
Posting Start Date: 7/12/2022
City: Baltimore
State: MD
Minimum Education: Bachelors
Additional Documentation: YES
Compensation: Commensurate with Experience
E-Learning Student Support Specialist Description/Job Summary

Description/Job Summary

Reporting directly to the Director of E-Learning and Instructional Technology, the primary responsibility of the E-Learning Student Success Specialist position is to provide support and information to current and prospective students primarily in the areas of learning technologies, and for other related e-learning needs students may have. Support is provided in person and virtually, using audio and video conferencing technology, as well as online via a variety of platforms. The student success specialist also assists students with e-learning questions and concerns and assists students to obtain support services from areas such as admissions, registration, student accounting, etc. In addition, the student success specialist assists students in the capacity of liaison between faculty and students and refers students to appropriate offices or departments, as needed. As one of the points of contact for many current and prospective students, the student success specialist represents BCCC (Baltimore City Community College) as well as the E-Learning Department and provides students, faculty, and staff with accurate and friendly customer service.

Responsibilities/Duties

Responsibilities and Duties

• Provides student support (and faculty support as needed) via email, phone, and in-person, to students for learning technologies, including evening responses through email.
• Assists students with any learning technology-related issues, including the College’s learning management system, or any third-party instructional software.
• Collaborates with other areas of the College: admissions, registration, student life, information technology services (ITS), open lab, academic departments and faculty, academic labs, call center, bursar, library, test center, continuing education, and wherever else as needed to help students persist and succeed.
• Maintains current information regarding policies and practices as well as positive and productive ongoing working relations with other areas of the College.
• Provides Canvas Training/Orientation for students.
• Provides login Assistance – Canvas, Panther Portal, Student Email, and Network.
• Troubleshoots and researches all relevant aspects of student problems in the LMS and with other online systems to figure out what went wrong and then create solutions to these problems, whether they are technical, human error, Canvas error, or otherwise.
• Helps students find the right information, people, and offices in the right sequence for what they need to accomplish, and then connect them.
• First point of contact with BCCC for students interested in online courses.
• Trains students how to use the student email, network, student portal, navigate the website, where to get information, and other areas.
• Facilitates communication between students and teachers, helping to bridge the gap to connect the parties involved in a productive manner.
• Creates and keeps updated written materials to send or give to students
• Proposes strategies, procedures, and policies that will enhance the experience and success of students who take online courses and use the online medium as support for their on-campus classes.
• Represents E-Learning at various events sponsored by different areas of the college at an E-Learning table.
• Other related duties as assigned.

Required Skills

Competencies and Skills

• Software systems utilized in daily operations
• Understanding of adult learning theory and practice
• Current and emerging educational technology

Required Qualifications

Minimum Qualifications

• Bachelor’s degree in Educational Technology or related field
• Three years or more of customer service experience
• Experience with Canvas
• Experience with Banner

Preferred Qualifications

Preferred Qualifications

• Bachelor’s Degree in Instructional Design
• Experience with various integrated software for Learning Management Systems
• Experience administering Learning Management Systems
• Experience creating training materials for students
• Experience in supporting and collaborating with other staff areas to achieve college goals
• Experience working on multiple simultaneous projects, tracking, and reporting on project status
• Experience working with diverse academic and cultural backgrounds at a community college
• Experience utilizing computer technology, data gathering, and reporting activities
• Communicates effectively through oral and written mediums

BCCC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, protected veteran status, genetic information, or any other basis protected by law.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. Applicants needing accommodation for any part of the application and/or hiring process should request the accommodation from The Office of Human Resources office by contacting us at 410-209-6007.

For more information, view the EEO is the Law Poster and Pay Transparency Statement.

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