Technical Academic Advisor

Tyto Athene, LLC

About The Position

Tyto Athene is searching for a Technical Academic Advisor to provide full Tier 1 technical and navigational support for the Warfighting Acquisition University’s Learning Management System (LMS) and many of its peripheral systems. This includes answering inbound phone calls and addressing emails, chats and tickets pertaining to account management, navigation, browser troubleshooting, course-enrollment management and policy clarification, among other topics.

Requirements

Must be able to obtain a Public Trust

Nice To Haves

Associate’s degree or higher in Information Technology or related field.
Experience in call center, help desk or customer service involving phone and email support.
Experience with general issue troubleshooting to include researching problems, analyzing trends, and documenting findings.
Exceptional verbal and written communication skills.
Demonstrable PC skills with knowledge of Microsoft Office Suite, especially Outlook, Word, and Excel.

Responsibilities

Provide a high level of customer service in a fast-paced environment to students, faculty, staff, and other inquirers (user base of 1,000,000+).
Answer inbound phone call, email, chat and ticket inquiries.
Follow up with existing tickets/inquiries, as appropriate.
Accurately classify and record details of inquiries into a web-based ticketing system.
Aid in the account management, navigation and technical troubleshooting of the LMS to include login, course-enrollment management, and peripheral systems.
Effectively diffuse problem issues for users with empathy and professionalism.
Effectively manage time to ensure that minimum standards are met.