Student Support Representative

American Military University

Student Support Representative assisting APUS online university students with questions, account privacy, funding, and issue resolution. Handling support through phone, email, and chat while coordinating with university departments.

Posted 8/11/2026full-timeRemote • Virginia, West Virginia • 🇺🇸 United StatesEntry LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong communication and problem-solving skills while providing efficient support to students. Proficient in maintaining compliance with FERPA guidelines and utilizing CRM software to enhance student interactions.

Highest-signal resume keywords

FERPA ComplianceCRM Software ProficiencyConflict Resolution StrategiesExcellent Verbal and Written CommunicationProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

CRM Software ProficiencyConflict Resolution StrategiesInformation Research and AnalysisTime ManagementOrganizational Skills

Soft Skills

Excellent Verbal CommunicationExcellent Written CommunicationActive ListeningCollaborationInitiative

Tools & Technologies

Student Support Center SoftwareHigh-Speed Internet Connection

Industry Keywords

FERPA GuidelinesStudent Privacy PoliciesCustomer Service OperationsAPUS ProceduresStudent Funding Sources

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

Provide immediate, ongoing, and efficient information and problem resolution to students via telephone, e-mail, or electronic chat
Protect student account privacy through compliance with FERPA
Develop conflict resolution strategies and communications
Use CRM and other Student Support Center software applications
Resolve routine and escalated customer concerns professionally and efficiently
Maintain productive working relationships with Financial Aid, Fulfillment, Military Assistance, Student Services, Marketing, Admissions, and other APUS departments
Meet or exceed performance goals determined by the AVP, Customer Service Operations and Student Communication
Maintain an organized and professional work area
Adhere to assigned schedules, including possible evening and weekend hours
Assist team members with special projects and perform other assigned duties

Requirements

What you’ll need

Excellent verbal and written communication skills
Ability to learn quickly and work in a high-energy team environment
Excellent organizational skills and ability to meet time-sensitive deadlines
Strong problem-solving skills
Ability to work successfully with limited supervision
Ability to write organized, informative, and effective emails and written communications
Active listening skills
Ability to set goals, prioritize work, meet deadlines, and use time efficiently
Ability to collaborate by sharing information and assisting colleagues
Ability to handle escalated issues calmly and take initiative to resolve problems
Proficiency with departmental software applications
Ability to build rapport with students and provide timely, accurate information professionally
Ability to research answers and understand referral processes and procedures
Demonstrated understanding of FERPA guidelines and internal student and employee privacy policies
Ability to understand and follow professional standards and APUS procedures
Ability to explain the university's history, mission, organization, strategic goals, policies, accreditation, procedures, programs, and student funding sources
Ability to compare and contrast the university with major competitors
Ability to extract and analyze information from reports
High-speed Internet connection
Dedicated workspace within residence
Capability to telecommute as directed by management

Benefits

Comp & perks

Remote work / telecommuting
Dedicated workspace within place of residence
Equal opportunity employment