Job Description - Assistant, Student Helpline
Description View created on 07/29/2014

Assistant, Student Helpline

FLSA Status: Non-Exempt
Pay Grade: 8
Job Title ID: 192000
Job Series/Job Family: Information Technology Series / Help Desk Family

Reports To

Manager, Help Desk

Job Purpose

To interact with customers in a call center environment to provide and process information in response to inquiries, concerns and requests about Austin Community College services and procedures.

Description of Duties and Tasks

Essential duties and responsibilities include the following. Other duties may be assigned.

  1. Deals directly with customers either by telephone or electronically via email.
  2. Responds promptly to customer inquiries.
  3. Obtains and evaluates all relevant information to handle inquiries.
  4. Adheres to Family Educational Right to Privacy Act (FERPA), also Federal and State Regulations regarding privacy.
  5. Answers questions on policy and procedures, processes, college applications and requests.
  6. Directs requests and unresolved issues to the designated resource.
  7. Communicates and coordinates with internal departments.
  8. Receives, records, and identifies requests via phone, email, and web from ACC students, faculty, and staff.
  9. Utilizes problem and change management processes to perform root cause analysis, and make recommendations to eliminate the root cause.

Knowledge

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.

Required

Skills

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.

Required

Computer Skills

Required

Physical Requirements

Work Experience

Required

Education

Required

Preferred

Other

     Preferred

Safety