Student Support Assistant

Service Excellence

• Respond to internal and external inquiries that come via telephone, Freshdesk, front service desk, or other channels.


• Provide triaging support, ensuring individuals are directed to the appropriate service area or information source.


• Representing SAIT in a professional manner with SAIT’s reputation at the forefront of all interactions.


• Create and build a respectful working environment using professional language, tone, and communication with our diverse body of clients.


• Expectation of a commitment to intercultural communication. Demonstrate respect for all individuals. Foundational understanding of equity, diversity, and inclusivity and commitment to ongoing learning.  

Operational Excellence

• In-depth understanding of the student cycle. Knowledge of SAIT academic policies and procedures and the ability to interpret and communicate them to students, faculty, parents, counsellors, and other stakeholders. 


• The ability to follow and create business procedures to document sound process.


• OTR encourages innovation in business process improvement from all team members


• Ensure a consistent and effective experience for students. Support the documentation and refinement of inquiry triage processes and service handoffs.

Student Success

• SSAs are expected to keep student success at the forefront of all decisions.


• Ultimately maintaining the integrity of the academic record in all actions. 


• OTR decisions align with supporting the students to make informed decisions to ultimately support their learning outcomes in their faculty


• Using good sound judgement in decision making and following business procedures. It is expected that SSAs will document their decisions and rationales. 


• SSAs are empowered to make decisions that are based in balancing student success with fairness, equity, and consistency with policy.


• SSAs deliver service excellence through collaboration, innovation, and a personal touch within a welcoming and inclusive environment.

Enrolment Focus

• All SSAs are required to have knowledge of the student life cycle and understand how their role impacts enrolments.


• Individuals will become subject matter experts in specific aspects of the student cycle. 


• SSAs must demonstrate excellence in communication and service delivery at this early stage.

• Must be a current or future SAIT student that is actively registered in a program during their employment. Proof of registration will be required prior to hiring.


• The ability to become proficient with MS Office 365 suite, Banner, Freshdesk, Cisco, and other related technology.


• Be knowledgeable on and follow Protection of Privacy Act (POPA) , always respecting confidentiality, using good note taking practices. 


• Demonstrated knowledge and compliance with SAIT safety guidelines, required Job Hazard Analysis and SAIT Safety Policy HS.1.1.


• Effective communication, de-escalation and conflict resolution skills are required


• Strong problem-solving and investigation skills are required


• High level of attention to detail


• The ability to work in a collaborative team environment.


• Demonstrated ability to manage time effectively and balance academic responsibilities with work commitments. Must be reliable, accountable, and maintain a high standard of professionalism in all interactions.


• A strong customer service mindset and a desire to contribute to a student-focused, collaborative service model across the Office of the Registrar.