Assistant II – Student Technology Support (Hourly)
- Employer
- Austin Community College
- Location
- Texas, United States
- Salary
- Salary Not Specified
- Date posted
- Mar 22, 2023
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Austin Community College is a public two-year institution that serves a diverse population of approximately 41,000 credit students each Fall and Spring semester. We embrace our identity as a community college, as reflected in our mission statement. We promote student success and community development by providing affordable access, through traditional and distance learning modes, to higher education and workforce training, including appropriate applied baccalaureate degrees, in our service area.
As a community college committed to our mission, we seek to recruit and retain a workforce that:
- Reflects the diversity of our community
- Values intellectual curiosity and innovative teaching
- Is attracted by the college's mission to promote equitable
access to educational opportunities
- Cares about student success and collaborates on strategies to
facilitate success for under-represented populations
- Welcomes difference and models respectful interaction with
others
- Engages with the community both within and outside of ACC
ACC is committed to the ongoing systemic changes needed to ensure the increased recruitment, inclusion, retention, and completion of historically underserved and underrepresented populations. Through continual strategic community engagement and professional development of administrators, faculty, staff, and students, the college demonstrates its dedication to fostering a culture and climate for equitable outcomes.
ACC is proud to serve a diverse student body as an open-access and low-cost institution. Dedicated faculty members are excellent professors who help students achieve their educational goals and are sensitive to our students' diverse cultures and socio-economic backgrounds. In 2017 our faculty adopted a Statement of ACC Faculty Values. This Statement affirms that ACC's faculty members value collaboration, service, agency, scholarship, inclusion, and teaching, all of which attest to our commitment to equity, diversity, and inclusion at the heart of our mission.
Job Posting Title:
Assistant II – Student Technology Support (Hourly)
Job Description Summary:
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.
Job Description:
Description of Duties and Tasks
- Assists students with technical issues via phone, email or
chat
- 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.
- Customer service principles and practices.
- Technical support practices, standards, and protocols in
regards to supporting students virtually.
- Computer applications including (but not limited to) Windows,
Mac, Internet browsers, smart phones, tablets, and multimedia
equipment.
- Skills
- 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.
- 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 customer service experience.
- Previous experience working in a call center
- High School Diploma
- Associate degree or higher
- Work is routinely performed in a standard office or similar
environment.
- Subject to standing, walking, sitting, bending, reaching,
kneeling, pushing, and pulling.
- Occasional lifting of objects up to 10 pounds.
- Work safely and follow safety rules. Report unsafe working
conditions and behavior. Take reasonable and prudent actions to
prevent others from engaging in unsafe practices.
- Varies. Maximum of 19 hours per week
$21.00/hour
Number of Openings:
1
Job Posting Close Date:
April 4, 2023 Clery Act
As required by the US Department of Education, employees are required to report violations under Title IX and, under the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act), select individuals are required to report crimes. If this position is identified as a Campus Security Authority (Clery Act), you will be notified, trained, and provided resources for reporting.
Disclaimer
The above description is an overview of the job. It is not intended to be an all-inclusive list of duties and responsibilities of the job, nor is it an all-inclusive list of the skills and abilities required to do the job. Duties and responsibilities may change with business needs. ACC reserves the right to add, change, amend, or delete portions of this job description at any time, with or without notice. Employees may be required to perform other duties as requested, directed, or assigned. In addition, reasonable accommodations may be made by ACC at its discretion to enable individuals with disabilities to perform essential functions of the job.
If you are a current Austin Community College employee, please click this link to apply through your Workday account .
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