Student Support Officer

About the role

The Student Support Officer is the first point of contact for learners enrolled in Swinburne Open Education programmes. Working remotely, you will provide timely assistance on academic and administrative matters, helping students navigate enrolments, extensions, deferrals and other support services.

Key responsibilities

• Respond to student enquiries via phone, email and CRM platforms, addressing issues related to enrolments, extensions, deferrals, special consideration and reasonable adjustments.
• Maintain accurate student records in the CRM and Student Management System, ensuring data integrity and privacy compliance.
• Collaborate with Academic, Product and IT teams to resolve complex student issues and coordinate support services.
• Identify at‑risk students, support supervised learning activities and contribute to retention initiatives.
• Suggest and implement process improvements to enhance operational efficiency and student experience.

Required profile

• Previous experience in administrative, admissions, student services or customer support, preferably in education.
• Strong written and verbal communication skills with a professional, student‑focused approach.
• Excellent interpersonal, problem‑solving and attention‑to‑detail abilities.
• Ability to work independently in a remote environment while contributing to a collaborative team.

Required skills

• Proficiency with CRM platforms.
• Experience using Student Management Systems.

What we offer

• Full‑time schedule: Monday‑Friday, 9 am‑5 pm AEST/AEDT.
• Remote work environment.
• Equal opportunity employer committed to diversity and inclusion.