The source for tech and startup jobs in Miami

FRESHEN UP YOUR CAREER

Sign up for Refresh Miami's Jobs & Hiring Newsletter to be notified of local tech related job opportunities, career insights, and more.

Senior Online Support Associate (FIU Online)

South Florida Tech Hub

South Florida Tech Hub

Customer Service
Miami, FL, USA
Posted on Friday, February 9, 2024

About FIU

Please apply directly to our website by going to https://hr.fiu.edu/careers/ , select “Prospective Employees” and reference job opening ID # 527634 under “Search Jobs”.

Job Summary

The Senior Online Support Associate is responsible for assisting 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 Zoom. The Senior Online Support Associate has additional expertise and knowledge on complex technical issues, especially as it relates to providing solutions to FIU Online faculty for LMS related questions.

  • Responds quickly, competently, and courteously to a myriad of student and faculty inquiries in person, by telephone, email and live chat. Remains available to do so during non-standard business hours.
  • Assists students and faculty to login to the learning management system (LMS), and troubleshoots any authentication or course access issues.
  • Troubleshoots all applications that are integrated with the learning management system (LMS), such as Zoom, Class, etc.
  • Collaborates with Learning Management System, System Support and Development, Salesforce, and Learning Design and Innovation teams to resolve course content or LMS related issues
  • Assists faculty and students in resolving basic technical issues, content concerns, and general LMS concerns, utilizing their courses.
  • Assists students and faculty towards resolving complex technical issues with online course content, content accessibility, and other technical questions related to the learning management system.
  • Provides solutions for faculty related questions that are transferred and/or routed.
  • Recommends solutions and participates in the ongoing development, implementation, and interpretation of operating procedures for Canvas Help.
  • Ensures all incoming inquiries (cases) in the LMS ticketing system are handled adequately within a 24 hour period.
  • Collaborates with the supervisor to create the workflow and organization of upcoming projects. Participates in support services related meetings and trainings.
  • Provides a high level of customer service by reviewing open cases to ensure the users were provided with quality support.

Minimum Qualifications

  • Bachelor’s degree in related discipline with four (4) years of experience in a related field, or an equivalent combination of relevant education and/or experience.

Departmental Requirements

  • On campus and remote work hours can range between 8:00am and midnight

Desired Qualifications

  • Previous experience working with a support team or call center is preferred.
    Experience working in customer service.

Job Category

  • Administrative

Advertised Salary

  • $37,000-$47,000

Work Schedule

Begin time: 8:00 AM
End time: 4:30 PM

Pre-Employment Requirements

  • Criminal Background Check

Other Information

  • Ability to work evenings and weekends.
  • Ability to work flexible hours as needed.
  • Shift may vary according to departmental needs.

How To Apply

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.

How To Apply

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.

Disclosures

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.