Job Description

PLEASE NOTE THAT THIS POSITION IS ONLY FOR CIIS STUDENTS

ABOUT THE POSITION

The Virtual Support Agent I position supports the Office's support services, including: assisting with the virtualized course meetings and webinars in Zoom; assisting community members with software troubleshooting; monitoring the office's systems during designated times. This position is designated as hybrid (scheduled workdays on campus), and fully remote may be considered based on applicant skills and experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Support on-campus Zoom room course meetings.
• Support virtualized course meetings.
• Provide software support, with a focus on cloud-based tools (Office online, etc.).
• General troubleshooting community members' hardware problems.
• Manage and redirect in-bound multi-channel (walk-in, live chat, phone) requests for support.

MINIMUM QUALIFICATIONS

• Must be able to be a part of a dynamic team focused on providing best in class support to the CIIS community.
• Ability to commute / arrive to Campus on or before scheduled shift start time.
• Access to a dependable computer and a dependable internet connection (10mbps or faster average upload speed) when working remotely.
• Available to work day-long shifts (up to 7 hours) between 8:15am and 9:00pm on weekdays and weekends. Some evening shifts are required.
• Familiarity with meeting and webinar technology (audio and video).
• Ability to resolve technical issues in a fast-paced (sometimes virtual) environment.
• Ability to answer and relay live chat messages promptly and professionally.
• Ability to multi-task in both an in-person and a virtual environment.

PREFERRED QUALIFICATIONS

• Knowledge of Zoom.
• Knowledge of Office apps.
• Experience providing technical support.

ENVIRONMENTAL DEMANDS

Occasional work performed alone with ability to work remotely from time-to-time. Collaboration and constant work around and with other people.

PHYSICAL ABILITIES

This position requires attention to detail, good memory, ability to work under deadline pressure, sitting and standing for long periods of time, oral and written communication, keyboarding for significant portions of the workday, pushing, pulling, bending, stooping, reaching, patience, and tact to perform the essential functions.

WAGES AND BENEFITS

$18.07 (hourly)

NOTES TO CANDIDATE

• Working Conditions - Duties are primarily performed in an office environment at a desk or computer terminal, typically Monday through Friday.
• Background Check - Due to the sensitivity and requirements of this position, you should expect to undergo and be cleared of an employment background/criminal check, if extended an offer for employment. You may also be asked to provide proof of educational degree(s), licenses, or credentials pertinent to the position. If your job requires driving on behalf of CIIS you will be required to provide proof of a valid driver's license.
• Visa Sponsorship - Visa sponsorship is not available for this position. Applicants must currently be authorized to work in the United States for any employer.
• Relocation Assistance - This position is not eligible for relocation assistance.

EQUAL EMPLOYMENT OPPORTUNITY POLICY

CIIS strives to cultivate and preserve a culture of inclusion and belonging as part of its Seven Commitments. More than accept difference, we honor and celebrate our staff's diversity of experiences, perspectives, and identities. Together, our community creates and maintains working and learning environments that are inclusive, equitable, accessible, and welcoming.

CIIS is proud to be an equal opportunity employer. We are committed to providing an open, fair, inclusive, non-discriminatory environment for all individuals across differences of race, religion, sexual orientation, gender identity, national origin, socio- economic status, ethnicity, age, physical ability, or medical condition. We seek to increase the presence, representation, and inclusion of U.S. historically under-represented people of color, international, bilingual, and bicultural students, faculty, and staff; and, to provide an environment that will attract and retain individuals identified as lesbian, gay, bisexual, transgender, queer, questioning and intersex (LGBTQQI+). CIIS is committed to compliance with all fair employment practices regarding citizenship and immigration status.