Assistant II – Student Technology Support (Hourly)

Austin Community College • Austin, TX

1d • Remote

About The Position

To interact with current students by responding to technical support questions and issues (via phone, email and chat). Employees will serve as stewards to the college in order to help ensure success for all students. Please be aware that this is a remote work position and you must live in the State of Texas per Austin Community College policy. Employees are required to have good internet access and will be provided the equipment needed to work from home.

Requirements

• Bilingual - Fluent English and Spanish
• Customer service principles and practices.
• Technical support practices, standards, and protocols in regard to supporting students virtually.
• Computer applications including (but not limited to) Windows, Mac, Internet browsers, smart phones, tablets, and multimedia equipment.
• Maintaining an established work schedule.
• Familiar with call center practices and procedures
• Effectively using listening skills.
• Drafting effective written communications.
• Multitasking using phone, chat, and email concurrently
• Showing initiative and being able to quickly adapt to changes.
• Effectively using interpersonal and communications skills including tact and diplomacy.
• Effectively using organizational and planning skills with attention to detail and follow-through.
• Establishing and maintaining effective collegewide working relationships.
• Maintaining confidentiality of work-related information and materials.
• Demonstrated proficiency using standard office software applications.
• Use a multi-line hard and/or soft phone.
• Keyboarding skills with emphasis on speed and accuracy.
• Able to navigate multiple operating systems and brows and able to cross reference across multiple databases and resource materials.
• Previous customer service experience.
• High School Diploma

Nice To Haves

• Working knowledge of Google Mail
• Working knowledge of Blackboard
• Working knowledge of Microsoft Office and Google Docs
• Working knowledge of tablets (iPads/Android)
• Working knowledge of Microsoft Windows
• Working knowledge of Apple MacOS, iOS and iPadOS
• Bilingual in English/Spanish
• Working knowledge of any or all of the following college-oriented areas: Admissions, Financial Aid, Cashier, Distance Learning, Registration, Adult Education, and Continuing Education, Early College Start, and Student Resources.
• Previous experience working in a call center
• Associate degree or higher

Responsibilities

• Assists students with technical issues via phone, email or chat in English and in Spanish
• Promptly answers technical questions for students (including, but not limited to ACCMail, Blackboard, etc) and refers non-technical questions to the appropriate departments.
• Appropriately identifies and coordinates second level requests when special access is required to resolve customer inquiries.
• Adheres to Family Educational Right to Privacy Act (FERPA) and other federal and state regulations regarding privacy.
• Provides feedback on frequent support requests for training opportunities.
• Communicates and coordinates with internal departments.
• Enters data, maintains files, records, logs, through use of tracking systems.

Benefits

• medical, dental, life insurance, short- and long-term disability, retirement plans, and AD&D.
• Teacher Retirement System of Texas (TRS) and the Optional Retirement Program (ORP-Faculty and Administrators Only).
• ACC Money Purchase Plan (ACCMPP) as a retirement program required by federal law.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED