About the position
The Online Support Associate at Florida International University (FIU) plays a crucial role in providing frontline customer service support to students engaged in online courses. This position involves responding to a variety of inquiries through multiple channels, including telephone calls, emails, live chats, and in-person requests. The associate is expected to address technical issues that may hinder students' access to courses and documents, ensuring that problems are tracked and resolved in a timely manner. Additionally, the associate greets visitors and assists students with general inquiries about FIU Online, directing them to the appropriate academic units when necessary. The role also includes assisting faculty with basic technical issues related to their courses and the Learning Management System (LMS). The position requires a commitment to maintaining confidentiality when handling sensitive information and the ability to work both independently and as part of a team. The Online Support Associate must complete FIU Service Excellence training within the first 30 days of employment and is expected to work approximately 20 hours per week, with shifts available during the day, evening, and weekends, including some holidays.
Responsibilities
- Respond quickly, competently, and courteously to inquiries via telephone, email, live chat, and in person.
- Identify, research, and resolve technical problems that may prevent or hinder access to courses and documents.
- Track and monitor problems to ensure timely resolution.
- Greet visitors and assist students with general information inquiries regarding FIU Online, or refer them to the proper academic unit.
- Assist faculty in resolving basic technical issues related to their courses and the LMS.
- Perform other related duties as required or directed.
Requirements
- Must be currently enrolled as a student at FIU with a minimum of six (6) credits as an Undergraduate student or three (3) credits as a Graduate student during the Fall and Spring semesters.
- Completion of FIU Service Excellence training or completion within the first 30 days of employment.
- Intermediate level of Microsoft Word and Excel proficiency.
- Knowledge of PC operations and specialized software.
- Ability to take direction and work independently as needed.
- Ability to maintain confidentiality when dealing with highly sensitive information.
Benefits
- Flexible work hours
- Opportunity to gain experience in a university setting
- Networking opportunities within the university community
