To provide complex specialized services and support to departmental office or program.
Information for This Posting Only
Temporary hourly position through August 31, 2019.
Description of Duties and Tasks
Essential duties and responsibilities include the following. Other duties may be assigned.
May work in a specialty area within a department or office.
May coordinate, evaluate, develop, and implement specialized materials to support departmental programs.
May provide training or support training programs.
Assists with general reporting and maintenance of databases as required.
May provide information to others regarding processes, programs, and/or procedures.
May review and process documents, maintain databases, and provide reports.
Additional Job Specific Duties
Deals directly with students by telephone. Promptly answers questions (or refers questions when necessary) and resets account passwords pertaining to ACC Identification Numbers and ACC Mail accounts. Adheres to Family Educational Right to Privacy Act (FERPA) and other federal and state regulations regarding privacy. Communicates and coordinates with internal departments.
Must possess required knowledge and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
Help Desk policies, standards, and protocols
Best practices for higher education help desk; call center customer service
Student database systems including ACCeID Management System, Ellucian, and Google ACC Mail
State and federal policies pertaining to students in Higher Education including Family Educational Right and Privacy Act
Must possess required skills and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
Maintaining an established work schedule.
Effectively using interpersonal and communications skills including tact and diplomacy.
Effectively using organizational and planning skills with attention to detail and follow-through.
Maintaining confidentiality of work-related information and materials.
Establishing and maintaining effective working relationships.
Demonstrated proficiency using standard office software applications and student information and database systems.
Required Work Experience
Preferred Work Experience
One year related work experience in customer service or call center environment
Other Preferred Qualifications
Bilingual in English/Spanish
Work is performed in a standard office environment.
Subject to standing, walking, sitting, bending, reaching, kneeling, pushing, and pulling.
Occasional lifting of objects up to 30 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.
ACC Benefits Overview
Full-time Faculty and Staffing Table employees who work in full-time and/or part-time positions at the College are eligible for ACC medical benefits effective the first of the month after their first 60 days of employment. Benefits include medical, dental, life insurance, short and long term disability, retirement plans and AD&D.
ACC does not participate in Social Security. ACC participates in the Teacher Retirement System of Texas (TRS) and the Optional Retirement Program (ORP-Faculty Only). Part-time and Hourly employees participate in the ACC Money Purchase Plan (ACCMPP) as a retirement program required by Federal law.
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 intended to be 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 as its discretion to enable individuals with disabilities to perform the essential functions.
Austin Community College provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.