Help Desk Rep - Intermediate

About Us

USG eCampus is a service unit of the University System of Georgia. We facilitate the development and delivery of high-quality, affordable, and accessible online learning experiences while supporting strategic system-level initiatives to enrich students lives and enhance the economic, cultural, and social interests of Georgians. Our vision is for Georgia to be the most highly-educated state in America, with graduates who utilize their knowledge and skills to make Georgia the most desirable place to live.

Location

Our campus is located at 1601 Maple Street, Carrollton, GA 30118.
Faculty and staff members are expected to be physically present on campus as needed to support the in-person educational experience and on-campus vitality at the University of West Georgia. Depending upon teaching assignments and student demand, this could include the Carrollton or Newnan campuses.

Job Summary

This position will provide Tier 1 support to prospective students, current students, faculty, and staff who contact the eCampus Help Desk by phone or chat. The representative will be responsible for identifying the customer need and trouble shooting or providing support as needed with a goal of resolving the issue without escalation. The representative is responsible for assisting with the creation and maintenance of an extensive eCampus Help Desk Knowledge Base and training of Student Assistants. This position will work alternate hours to include evening hours, approximately 11 AM to 8 PM Monday - Thursday and 8 AM - 5 PM Friday.

Responsibilities

1 -
Provide 1st Tier Help Desk support to prospective students, current students, faculty, and staff who contact the eCampus Help Desk by phone or chat. The representative will be responsible for identifying the customer needs and trouble shooting or providing support as needed with a goal of resolving issues without escalation. Keeps accurate records of all Helpdesk tickets using CMS software.

2 -
Assists in creating and maintaining eCampus Knowledge Base and other user related aids. Works with and assists with training of Students Assistants acting as additional Helpdesk Representatives. Processes reporting for Help Desk to ensure calls and chats align with tickets.

3 -
Provide direct student outreach and coaching, and liaise with eCampus instructors, as a collaborating member of the student engagement team.

4 -
Other related duties as assigned.

Required Qualifications

Educational Requirements
High School / GED.

Required Experience
At least 2 or more years experience in customer service. Ability to make procedural decisions and judgements on sensitive, confidential issues. Demonstrated organizational skills and ability to engage successfully with students. Superior written communication skills.

Preferred Qualifications

Preferred Educational Qualifications
Bachelors Degree

Preferred Experience
3 years customer service experience in higher education, supervisory experience, and call center experience. Experience with a learning management system.

Proposed Salary

$25.61 - $26.26 hourly. Paid on a bi-weekly basis.

Knowledge, Skills, & Abilities

ABILITIES
The ability to work with students, faculty and staff at all levels.

SKILLS
Exceptional customer service skills. Good verbal and written communication skills.

USG Core Values

The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at _personnel_conduct .

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at .

Conditions of Employment

Offers of employment are contingent upon completion of a background investigation including a criminal background check demonstrating your eligibility for employment with the University of West Georgia as determined by the University of West Georgia in its sole discretion; confirmation of the credentials and employment history reflected in your application materials, reference checks; and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test. Offers are made expressly subject to the applicable federal and state laws, to the statutes, rules and regulations of this institution and to the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG), which are available for your inspection upon request.

Equal Employment Opportunity

Equal opportunity and decisions based on merit are fundamental values of the University System of Georgia (USG). The Board of Regents prohibits discrimination on the basis of an individual's age, color, disability, genetic information, national origin, race, religion, sex, or veteran status ("protected status"). No individual shall be excluded from the participation in, denied the benefits of, or otherwise subjected to unlawful discrimination, harassment, or retaliation under, any USG program or activity because of the individual's protected status; nor shall any individual be given preferential treatment because of the individual's protected status, except that preferential treatment may be given on the basis of veteran status when appropriate under federal or state law.

Other Information

The mission of the University of West Georgia is to enable students, faculty, and staff to realize their full potential through academic engagement, supportive services, professional development, and a caring, student-centered community. The institutional mission and daily operation of the University of West Georgia are guided by our values that support our vision to be the best place to work, learn, and succeed: ACHIEVEMENT, CARING, COLLABORATION, INCLUSIVENESS, INNOVATION, INTEGRITY, SUSTAINABILITY, and WISDOM.