Technical Academic Advisor

Tyto Athene, LLC

19h

About The Position

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

Requirements

Exceptional communication skills, both verbal and written
Demonstrable PC skills
Previous clerical, call center or help desk experience
Microsoft Office Suite, especially Outlook, Word, and Excel
1+ years’ experience with troubleshooting – to include researching problems, analyzing trends, and expressing findings.

Nice To Haves

email support desired
Associates Degree or higher in Information Technology or related field preferred
1+ years’ experience in customer service desirable

Responsibilities

Provide a high level of customer service in a fast-paced environment to DAU students, faculty, staff, and other inquirers (user base of 500,000+)
Answer inbound phone call, email, 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 DAU Virtual Campus – 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