Online Support Services Associate - FIU Online

Florida International University is a top public university that drives real talent and innovation in Miami and globally. Very high research (R1) activity and high social mobility come together at FIU to uplift and accelerate learner success in a global city by focusing in the areas of environment, health, innovation, and justice. Today, FIU has two campuses and multiple centers. FIU serves a diverse student body of more than 56,000 and 290,000 Panther alumni. U.S. News and World Report places dozens of FIU programs among the best in the nation, including international business at No. 2. Washington Monthly Magazine ranks FIU among the top 20 public universities contributing to the public good.

Assists 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.

• High school diploma with one (1) year of experience in a related field.

• Day and evening shifts; available work hours can range between 8:00am-midnight.

• Customer service experience.

• Staff

• $31,200-$35,000

Begin time: 9:00 AM
End time: 5:30 PM

• Expanded Background Check

• Ability to work flexible hours as needed.
• Ability to work evenings, weekends, and holidays.

Prospective Employee

If you have not created a registered account, you will be asked to create a username and password for use of the system. It is recommended that you provide an active/valid e-mail account as that will be the main source of communication regarding your status within the process. In this account, you are able to track your applicant status in "My Applications".

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.

Current Employee

As a current employee, you must log into Employee Self Service (ESS) to apply for this and any other internal career opportunity of interest. In this account, you are able to track your applicant status in "My Applications".

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/ curriculum vitae, cover letter or any other documents within the application process. It is recommended that you combine your cover letter and resume into one attachment. Attached documents should be in Microsoft Word or PDF format.

*This posting will close at 12:00 am of the close date.

Since 1945, the Florida Legislature has made a provision to give preference in the hiring process to United States war veterans in recognition of their military, naval, or air service who meet specific conditions. The conditions are as follows:

• Veterans with a VA service-connected disability
• Spouses of veterans with permanent and total service-connected disability
• Honorably discharged veterans with wartime service.
• Unmarried widow or widower of a veteran who died as a result of a service-connected disability
• A veteran who has served in a qualifying campaign or expedition for which a campaign badge has been authorized, to include the Global War on Terrorism Expeditionary Medal.

Florida International University honors this policy and will comply with Veterans' Preference guidelines when filling staff positions. Any applicant claiming Veterans' Preference will be required to attach a DD214 with each application submitted for verification.

If there are any questions concerning Veterans' Preference, please contact Talent Acquisition & Management by calling 305-348-2500.
For additional information on Veterans' Preference, visit http://www.floridavets.org/.

Clery Notice

In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, the University Police department at Florida International University provides information on crimes statistics, crime prevention, law enforcement, crime reporting, and other related issues for the past three (3) calendar years. The FIU Annual Security report is available online at: https://police.fiu.edu/download/annual-security-fire-safety-report/.

To obtain a paper copy of the report, please visit the FIU Police Department located at 885 SW 109th Avenue, Miami, FL, 33199 (PG5 Market Station).

Pay Transparency

Florida International University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

FIU is a member of the State University System of Florida and an Equal Opportunity, Equal Access, Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.