Academy Support Agent

Academy Of Motion Picture Arts and Sciences • Los Angeles, CA

11d • Onsite

About The Position

The Academy Support Agent will provide support to the Academy’s IT department by responding to phone calls and emails from Academy members and the public. This role assists users with accessing and navigating the Academy’s online platforms, including voting, streaming, paying dues, login assistance, and other technical support needs.

Requirements

• Bachelor’s degree in communications, Information Technology, Business Administration, Film/Media Studies, or a related field.
• 4+ years of experience in customer service, technical support, or member services, preferably in a call center, help desk, or online platform support environment.
• Intermediate technical proficiency with Salesforce, Airtable, and Microsoft Office Suite.
• Strong written and verbal communication skills, in fluent English, with a meticulous attention to detail, accuracy, and formatting.
• Agile team player with a proven ability to pivot quickly and thrive amid shifting priorities.
• Demonstrated ability to handle sensitive and confidential information with absolute discretion.
• Ability to work cooperatively with other Academy departments.
• Availability to work a minimum of three full days per week, with flexibility for early mornings, late evenings, and weekends during peak Oscar season.
• Full vaccination against COVID-19 is required, including any booster vaccinations as applicable. Exception: Medical and religious accommodations approved by the Office of People & Culture.

Nice To Haves

• Experience with CRM systems, specifically Microsoft Dynamics, preferred.

Responsibilities

• Act as one of the public faces of the Academy by engaging with Academy members or awards submitters.
• Demonstrate timely attendance and proper follow-up of work assignments and projects.
• Interface with the Senior Manager, Technical Support to communicate member needs and trends in member feedback.
• Actively maintain a thorough understanding of the Academy’s wide-ranging online platforms in order to effectively communicate instructions to members at a moment’s notice.
• Maintain a high level of professionalism and positivity at all times when communicating with members.
• Occasionally reroute incoming calls and emails to the correct department.
• Participate in training sessions with project managers to learn new platforms or refresh skills on seasonal platforms.
• Log and track each member interaction in CRM, occasionally interfacing with the IT team to make sure every inquiry is properly recorded and resolved.
• Other related tasks as assigned.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level