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Austin Community College is a public two-year institution that serves a multicultural 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:

• 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 populations including; first generation college students, low-income students, and students from underserved communities.

• Focused on student academic achievement and postgraduate outcomes

• Welcomes difference and models respectful interaction with others

• Engages with the community both within and outside of ACC

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.

Knowledge

• 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.

Technology Skills

• 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.

Other Preferred Technology Skills

• 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.

Required Work Experience

• Previous customer service experience.

Preferred Work Experience

• Previous experience working in a call center
  

Required Education

• High School Diploma
  

Preferred Education

• Associate degree or higher
  

Physical Requirements

• 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.

Safety

• 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.
  

Hours

• Varies. Maximum of 19 hours per week

Pay Rate

$23.00/hour

Number of Openings:

1

Job Posting Close Date:

July 18, 2024

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.