International Administrative Support Assistant (Contract)

Position Summary

Temporary Full-Time Appendix D Support Staff, replacement contract position (Immediate need – August 21, 2026)

As the first point of contact for the International Office, the Administrative Support Assistant delivers exceptional customer service with professionalism and cultural sensitivity. The successful candidate manages a range of reception and operations tasks in a fast-paced environment, providing timely information, resources, and referrals to all visitors. The role involves monitoring queuing systems and maintaining an orderly, welcoming atmosphere. Additionally, the successful candidate supports International Office staff across campuses with administrative and operational tasks as needed.

Successful candidates will be required to conduct work on-site five days per week, Monday to Friday, 8:30 a.m. to 4:30 p.m. at the Doon campus located at 299 Doon Valley Dr. in Kitchener.

Responsibilities

• Serve as the first point of contact for all visitors and inquiries to the International Office, responding to inquiries from students, parents, agents, and staff
• Provide accurate information with cultural sensitivity and professionalism
• Support inquiries related to admissions, registration, deferrals, fees, as well as general help with the IRCC website
• Guide students through the International Application Service (OCAS) portal, including confirming usernames, resetting passwords, scanning documents and providing online application assistance
• Assist and guide students with reviewing the college portals or websites, printing documents, and navigating online tools
• Triage inquiries and refer to appropriate departments or staff as needed
• Maintain the student self-serve area and ensure resources are accessible
• Stay informed on admissions policies and procedures, IRCC temporary rules and regulations, and college-wide procedures
• Advise discontinued students on returning to a program and refer to the appropriate academic advisor or program coordinator
• Collaborate with International Admission Officers, Admissions Assistants, Transitions Coordinators, Student Advisors, and other college departments to provide information related to program availability, application processes, registration and deferral requirements, services support, IRCC documentation, financial issues, refund procedures, etc.
• Verify new and current students’ tuition fees and payment details for both overseas and in Canada students
• Respond to internal requests for information on international processes and deadlines
• Resolve student issues with tact and diplomacy to ensure positive outcomes
• Monitor service queues and ensure timely assistance for all students
• Use the International Application Service (IAS) portal at OCAS to view student documents and receipts to assist students with the next steps in their admission process
• Use the Student Information System (SIS) portal to verify, analyze, and update student records
• Assist students with general inquiries on international student health insurance plan, housing, and other queries
• Support onboarding and training of new International Office staff alongside the Manager
• Provide administrative support including generating reports and managing supplies
• Coordinate student communications, reminders, and event listings, distributing and following up on email blasts and other correspondence
• Manage mail, courier logistics, and inventory of office supplies
• Maintain organized office, storage, and student service areas
• Resolve printer service and IT Help Desk-related issues
• Support the student ambassador program and assist with on-site coordination
• Participate in the Fire Warden Program and ensure safety protocols are followed
• Assist with appointment scheduling and triaging at the front desk
• Confirm staff work locations to direct students appropriately
• Maintain daily schedules for on-site and remote staff visibility
• Provide backup support to other service desks and share training materials, including but not limited to the Registrar’s Office and Student Success
  
  

Qualifications

• Two-year diploma in office administration, business, communications, social sciences, or a related field of study is required
• Minimum two years practical experience working in an office setting with a focus on customer service is required; experience working with students in a college environment is preferred
• Experience working with newcomers to Canada from diverse cultural backgrounds is considered an asset
• Strong oral and written communication skills, with the ability to effectively engage individuals for whom English is not a first language
• Awareness of the challenges faced by students and applicants from diverse backgrounds, with a commitment to equity and inclusion
• Ability to perform well under pressure and manage frequent interruptions
• Capable of working independently and collaboratively within a team environment
• Excellent organizational and time management skills
• Ability to multitask and prioritize tasks efficiently
• Exceptional client service skills, including professionalism, discretion, tact and respect for confidentiality
• Sound judgement with strong analytical and decision-making capabilities
• Compassionate and solution-oriented approach to problem-solving
• Demonstrated patience and empathy in interactions with students
• Proficient in Microsoft Word and Excel; comfortable working with large datasets and using various applications and digital platforms
  
  

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