Online Support Services Associate - FIU Online

at  Florida International University

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.

• 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