Student Support Associate (Colorado Springs)

Pay Rate: $17 - $19 / hour

As a Student Support Associate at ACI Learning, you’ll be the friendly, reliable point of contact that keeps our learners confident and supported throughout their journey. You’ll help students stay on track with their courses, assist with attendance, scheduling, and academic progress, and make sure every interaction feels personal, professional, and empowering.
You’ll handle questions across multiple channels — phone, chat, email, and text — providing timely, Tier 1 support and connecting learners with the right team when needed. You’ll also help maintain accurate student records in Salesforce, support compliance requirements, and collaborate across departments to make sure no learner slips through the cracks.
When working onsite, you’ll manage the front desk, greet visitors, handle mail and deliveries, and keep our shared spaces organized and welcoming — all while helping create a supportive, learner-first environment.

Minimum:

• 1–2 years of experience in a customer service or administrative support role, ideally in a fast-paced, learner- or client-focused environment.
• Excellent communication and problem-solving skills — you enjoy helping people and keeping things organized.
• Strong computer literacy, including comfort with Microsoft Office tools.
• A collaborative mindset with the ability to adapt quickly and stay calm under pressure.
• Commitment to ACI Learning’s values: accountability, customer focus, integrity, passion, resourcefulness, and teamwork.

Preferred:

• Experience supporting IT training, education, or other learning environments.
• Familiarity with Salesforce or Learning Management Systems (like Docebo).
• IT Support or Help Desk experience, or related certifications such as CompTIA A+ or ITIL 4 Foundations.
• Comfort using modern communication and collaboration tools like Teams, Zoom, Intercom, or Monday.

• Being the first and friendliest face (or voice) learners encounter when they need help — guiding them with empathy and precision.
• Keeping student data organized, accurate, and actionable in Salesforce.
• Ensuring smooth attendance tracking and helping learners stay in compliance with program standards.
• Coordinating schedules, reschedules, and make-ups so students never lose momentum.
• Partnering with internal teams to identify issues early and ensure quick, learner-centered solutions.
• Upholding the ACI Learning standard of excellence — transforming lives through education and learner success.

• Get fully trained on ACI’s systems, support processes, and student success philosophy.
• Begin managing Tier 1 student inquiries independently, ensuring quick and confident resolution.
• Build strong working relationships with instructors and student success teams to ensure seamless communication.
• Complete a learner journey audit — identify key opportunities to make the student experience even smoother and more supportive.

• Maintain student satisfaction scores above 90% through responsive, empathetic service.
• Take ownership of ongoing improvements to communication and support processes.
• Partner with the broader team to enhance student retention, engagement, and overall learner success metrics.
• Grow your knowledge of ACI’s training programs and systems to become a go-to expert for both learners and teammates.