Assistant II – Student Technology Support (Hourly)
Job Posting Closing Times: Job postings are removed from advertising at 12:00 A.M. on the closing date e.g., at midnight on the day before the closing date.
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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
Commitment to Equity and Inclusion
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.
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.
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.
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
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
Number of Openings:1
Job Posting Close Date:April 4, 2023
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.
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.
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