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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:

Specialist II, Student Help Desk (Hourly)

Job Description Summary:

To interact with former, current, and former students in a remote/virtual call center environment via phone, live chat, and email. Focuses on first-time resolution, while retaining and increasing enrollment via a one-stop solution. Provides detailed support within all areas of Student Affairs such as Recruitment, Admissions & Enrollment, Advising, and Financial Aid. Also partnering support for departments in Business Services, Distance Education, Adult Education, and Continuing Education. Provides technical support for ACCeID, ACCMail, and OKTA authentication.
Position is fully remote. 19 hours assigned within hours of operation. Monday- Thursday 8 am- 7 pm, Friday 8 am- 5 pm, Saturday 10 am- 4pm.

Job Description:

Job Responsibilities

• Receives, records, identifies, and prioritizes work assignments via phone, email, and live chat from former, current, and future ACC students.
• Must be well-versed in relevant computer applications, such as chat and email. Must be able to disseminate complex information effectively to a diverse student population.
• Serves as an extension to other college departments to provide seamless help desk support before, during, and after initial enrollment. This includes but not limited to Recruitment, ACCeID, ACCmail, OKTA authentication, Admissions & Enrollment, Advising, Financial Aid, Business Services, Distance Education, High School Programs, Adult Education, and Continuing Education.
• Researches applicant and student accounts to provide the next steps and troubleshoot account issues in various applications, such as Salesforce, Ellucian, Self-Services, Student Forms, Touchnet, Waveset, and BankMobile.
• Provides technical support to students for ACCeID, ACCmail, Okta Support, Blackboard, and Microsoft 360. Enters second-level technical issues into the MOJO ticketing system as needed and monitors progress through to resolution.
• Assist prospective and new students with applying and registering to Austin Community College; capture new leads on the customer relationship management (CRM) system to assist with recruitment; assist students with financial aid, including FAFSA’s, scholarships, and other financial assistance; provide student payment information and aids with setting up payment plans.
• Promote ACC education resources to students such as tutoring, learning labs, and ACCelerators; educate students on community outreach resources such as food banks, child care, disaster relief support, and mental health and well-being services.
• Work collaboratively with Student Affairs and other departments to remain current on college and class information, to ensure student satisfaction and consistent messaging district-wide.
• Utilizes problem and change management processes to perform root cause analysis, and make recommendations to eliminate the root cause, while focusing on first-time resolution (FTR). Coordinates and initiates second-level requests once all resources have been exhausted at the first point of contact.
• Maintain assigned work schedule, and complete assignments and tasks. Follow district-wide procedures, policies, and guidelines, while providing exemplary customer service. Must adhere to department customer service standards, service level agreements, and the ACC telework agreement.

Knowledge

Must possess the required knowledge, and be able to explain and demonstrate in a remote work environment, with or without reasonable accommodations, that the essential job functions can be performed.

• Student Affairs Help Desk policies, standards and protocols of the following areas: Recruitment, ACCeID, ACCmail, OKTA authentication, Admissions & Enrollment, Advising, Financial Aid, Business Services, Distance Education, Adult Education, and Continuing Education.
• Best practices for the help desk, higher education, call center customer service principles, technical support processes, application software, and protocol in a virtual working environment.
• State and federal policies about students in Higher Education including Family Educational Rights and Privacy Act.
• Proper spelling and grammar are essential for all virtual conversations, as they are subpoenable documents.

Skills

Must possess the required skills to work in a remote work environment and be able to explain and demonstrate, with or without reasonable accommodations, that the job’s essential functions can be performed.

• Maintain an established work schedule which may include evenings and weekends.
• Ability to work in a virtual environment.
• Use critical thinking and problem solving skills to analyze problems and make recommendations concerning change management processes.
• Effectively use interpersonal and communication skills, listening skills, adaptability, and initiative.
• Effectively use organizational and planning skills with attention to detail and follow-through.
• Maintain confidentiality or work-related information and materials.
• Establish rapport and maintain effective working relationships that foster continued student success.
• Disseminate complex information effectively to a diverse student population.
• Effectively keep up with administrative system security demands.
• Tracking, troubleshooting, and resolving user problems.

Technology Skills

• Use a variety of spreadsheets, word processing, databases, Blackboard, and presentation software.
• Use enterprise-level call center platforms.
• Salesforce, Ellucian, Self-Service, Student Forms, TouchNet, Wavest, and BankMobile
• Provide technical support to students for ACCeID, ACCmail, Okta Support, BlackBoard, and Microsoft 360.
• Enters second-level technical issues into the MOJO ticketing system as needed and monitors progress through to resolution.

Required Work Experience

• One year of related work experience

Required Education

• Associate Degree (Work experience may apply if actively working toward a degree)

Other Preferred Qualifications

• Bilingual in English and Spanish

• Bachelor’s Degree

Number of Openings:

1

Job Posting Close Date:

August 16, 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.