Technical Academic Advisor
Description:
Tyto Athene is searching for a Technical Academic Advisor. The Technical Academic Advisor provides full technical and navigational support for the Defense Acquisition University’s Learning Management System and many of its peripheral systems, at a Tier 1 level. This includes answering inbound phone calls and emails pertaining to account management, navigation, browser troubleshooting, course-enrollment management and policy clarification, among other topics.
Responsibilities
- Provide a high level of customer service in a fast-paced environment to DAU students, faculty, staff, and other inquirers (user base of 500,000+)
- Answer inbound phone call, email, and ticket inquiries
- Follow up with existing tickets/inquiries, as appropriate
- Accurately classify and record details of inquiries into a web-based ticketing system
- Aid in the account management, navigation and technical troubleshooting of the DAU Virtual Campus – to include login, course-enrollment management, and peripheral systems
- Effectively diffuse problem issues for users with empathy and professionalism
- Effectively manage time to ensure that minimum standards are met
Required
- Exceptional communication skills, both verbal and written
- Demonstrable PC skills
- Previous clerical, call center or help desk experience, with email support desired
- Microsoft Office Suite, especially Outlook, Word, and Excel
- Associates Degree or higher in Information Technology or related field preferred
- 1+ years’ experience with troubleshooting – to include researching problems, analyzing trends, and expressing findings.
- 1+ years’ experience in customer service desirable
Clearance
- Must be able to obtain a Public Trust
Compensation
- Compensation is unique to each candidate and relative to the skills and experience they bring to the position. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.
Benefits
- Highlights of our benefits include Health/Dental/Vision, 401(k) match, Paid Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and parental leave.