Online Support Service Associate

at  Florida International University

IMPORTANT NOTE If you are interested in applying for this role, please know you MUST apply via the FIU Careers Website in order to be considered: careers.fiu.edu -> Prospective Employees -> Enter the Job ID for this position: 530384 on the Search Bar
If you are a current employee of FIU, please know you MUST apply via the FIU Career Website in order to be considered: careers.fiu.edu -> Current Employees -> Enter the Job ID for this position: 530384 on the Search Bar

JOB SUMMARY

The Support Services Associate is responsible for assisting all faculty and students with any issues pertaining to tools and technology within the learning management system (LMS). They provide assistance via phone, email, live chat and in-person.

• Responds quickly, competently, and courteously to a myriad of student and faculty inquiries in person, by telephone, email, and live chat.
• Troubleshoots various technical issues related to the university’s learning management system (LMS) and tools used within, such assisting with how to login, change their password, access their courses, view course content, etc.
• Helps guide instructors and students on the technical use of various features and functionality of the university’s learning management system (LMS) and tools used within.
• Collaborates with LMS Administrators and Instructional Designers to resolve course content or LMS related issues.
• Troubleshoots compatibility issues with students in regards to file formats to ensure successful uploads for assignments, proctored exam technology to take exams, and other technical features and tools to help students succeed at using the university’s learning management system (LMS).
• Assists faculty in regards to resolving basic technical issues, utilizing their courses, student concerns, and general LMS concerns.
• Assists students with general information inquiries regarding FIU Online, otherwise refers them to the proper academic unit.
• Ensures all incoming inquiries (cases) in the FIU Online Support ticketing system are handled adequately within a 24 hour period.
• Ensures all incoming inquiries via phone calls and live chats are answered and provided a high level of quality support.
• Attends technical training related to system updates, as required by the department or university.

MINIMUM QUALIFICATIONS

• High school diploma with one (1) year of experience in a related field.

DEPARTMENTAL REQUIREMENTS

• Day and evening shifts; includes weekdays and/or weekends, and some holidays. Available work hours (on campus & remote) can range between 8:00am - midnight.

DESIRED QUALIFICATIONS

• Customer service experience.

PRE-EMPLOYMENT REQUIREMENTS

• Criminal Background Check

TO BE CONSIDERED ELIGIBLE FOR THE POSITION AS AN INTERNAL CANDIDATE, DEPARTMENTAL STAFF MUST MEET MINIMUM REQUIREMENTS OF THE POSITION AND BE IN GOOD PERFORMANCE STANDING.

Before you begin the process, we recommend that you are prepared to attach electronic copies of your resume, cover letter or any other documents within the application process. It is recommended that you combine your cover letter and resume/curriculum vitae into one attachment. Attached documents should be in Microsoft Word or PDF format. All applicants are required to complete the online application including work history and educational details (if applicable), even when attaching a resume.

• This posting will close at 12:00 am of the close date.

How To Apply

TO BE CONSIDERED ELIGIBLE FOR THE POSITION AS AN INTERNAL CANDIDATE, DEPARTMENTAL STAFF MUST MEET MINIMUM REQUIREMENTS OF THE POSITION AND BE IN GOOD PERFORMANCE STANDING.

Before you begin the process, we recommend that you are prepared to attach electronic copies of your resume/ curriculum vitae, cover letter or any other documents within the application process. It is recommended that you combine your cover letter and resume into one attachment. Attached documents should be in Microsoft Word or PDF format.

• This posting will close at 12:00 am of the close date.

How to Claim Vet Preference

Since 1945, the Florida Legislature has made a provision to give preference in the hiring process to United States war veterans in recognition of their military, naval, or air service who meet specific conditions. The conditions are as follows:

• Veterans with a VA service-connected disability
• Spouses of veterans with permanent and total service-connected disability
• Honorably discharged veterans with wartime service.
• Unmarried widow or widower of a veteran who died as a result of a service-connected disability
• A veteran who has served in a qualifying campaign or expedition for which a campaign badge has been authorized, to include the Global War on Terrorism Expeditionary Medal.

Florida International University honors this policy and will comply with Veterans’ Preference guidelines when filling staff positions. Any applicant claiming Veterans’ Preference will be required to attach a DD214 with each application submitted for verification.
If there are any questions concerning Veterans’ Preference, please contact Talent Acquisition & Management by calling 305-348-2500.
For additional information on Veterans’ Preference, visit http://www.floridavets.org/.
Disclosures

• Responds quickly, competently, and courteously to a myriad of student and faculty inquiries in person, by telephone, email, and live chat.
• Troubleshoots various technical issues related to the university’s learning management system (LMS) and tools used within, such assisting with how to login, change their password, access their courses, view course content, etc.
• Helps guide instructors and students on the technical use of various features and functionality of the university’s learning management system (LMS) and tools used within.
• Collaborates with LMS Administrators and Instructional Designers to resolve course content or LMS related issues.
• Troubleshoots compatibility issues with students in regards to file formats to ensure successful uploads for assignments, proctored exam technology to take exams, and other technical features and tools to help students succeed at using the university’s learning management system (LMS).
• Assists faculty in regards to resolving basic technical issues, utilizing their courses, student concerns, and general LMS concerns.
• Assists students with general information inquiries regarding FIU Online, otherwise refers them to the proper academic unit.
• Ensures all incoming inquiries (cases) in the FIU Online Support ticketing system are handled adequately within a 24 hour period.
• Ensures all incoming inquiries via phone calls and live chats are answered and provided a high level of quality support.
• Attends technical training related to system updates, as required by the department or university