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Call Center Support Assistant
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Position Number: 5507101
Location: Fresno, CA
Position Type: Computer and Information Technology

Call Center Support Assistant

Salary: $51,620.00 - $63,486.00 Annually
Location: Districtwide, CA
Job Type: Permanent
Division: DO District Office
Job Number: 2024061
Closing: 8/29/2024 11:59 PM Pacific

General Purpose

Under general supervision, provides initial point of contact to students and alumni to assist with access to and proper use of District technology platforms and provide information on a wide variety of student services questions; and performs related duties as assigned.

Essential Duties & Responsibilities

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class.

Provides initial point of contact support to students and alumni regarding District computer systems, including Self-Service, Canvas and email and student support services including admission, registration, accessing records, requesting transcripts and other services.
Troubleshoots issues involving class registration, system log ins, records access and access to course materials; notifies proper personnel when websites, programs or systems are down or not working properly.
Utilizes call management system to log incoming calls and document issue resolution or escalation.
Provides answers to general queries regarding District programs, policies, procedures or regulations and/or directs the person to the appropriate resource.
Updates student records as needed for utilization of District-wide technology platforms.
Demonstrates sensitivity to and understanding of historically minoritized groups and participates in professional development activities to increase cultural competency to enhance equity-minded practices within the District.

OTHER DUTIES

Provide extended hours support in times of high demand such as registration, beginning of a term, or during system upgrades and new implementations.
Performs related duties as assigned.

Employment Standards / Minimum Qualifications

KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of:

Operations and functions of an on-line general information and technology help desk, including help desk software uses and functionalities.
Computer and web-based systems including Self-Service, Canvas and standard business software, as well as District websites and specialized systems.
Methods, practices and techniques for troubleshooting and determining the causes of system and computer software.
Various computer maintenance processes such as defragmenting, virus checking and updating browser software.
Principles and practices of customer service.
The Family Educational Rights and Privacy Act and other District, state and federal laws, rules, regulations and policies governing student admissions and records and other areas of responsibility.
Practices of sound business communications; correct English usage, spelling, grammar and punctuation.

Skills and Abilities to:

Obtain accurate and complete information from customers to identify their needs and problems and develop responses and solutions.
Organize, set priorities and exercise sound, independent judgment within area of assigned responsibility.
Research, troubleshoot and resolve software and network connectivity malfunctions and failures.
Analyze problems, evaluate alternatives and make sound recommendations.
Maintain up-to-date technical support skills.
Provide strong and clear verbal and written communication, customer service and interpersonal skills.
Respond calmly, efficiently and creatively to last-minute and emergency needs/malfunctions calls from faculty, staff and administrators.
Prepare clear, concise and comprehensive documentation, reports and other written materials.
Effectively engage and support historically minoritized groups by addressing issues of equity and improving culturally responsive service-oriented practices.
Communicate effectively, orally and in writing.
Exercise tact and diplomacy in dealing with sensitive and difficult issues and situations.
Understand and follow written and oral instructions.
Operate a computer, standard business software and specialized call center software.
Establish and maintain effective working relationships with all those encountered in the course of work.

EDUCATION AND EXPERIENCE
Graduation from high school or GED equivalent and at least one year of responsible experience in information technology help desk or call center support services; or an equivalent combination of training and experience.

LICENSES, CERTIFICATES AND OTHER REQUIREMENTS
A valid California driver's license and the ability to maintain insurability under the District's vehicle insurance program.

PHYSICAL AND MENTAL DEMANDS
The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk and hear, in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk and stand, and to lift up to 10 pounds.

Specific vision abilities required by this job include close vision and the ability to adjust focus.

Mental Demands

While performing the duties of this class, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work; work on multiple, concurrent tasks; work with frequent interruptions; work under intensive deadlines; and interact with District managers, staff, the public and others encountered in the course of work.

WORKING ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employees work in a call center environment subject to a high volume of calls and where the noise level is moderate.

The employee may be required to travel to locations other than assigned work site and to adjust to work schedule changes and requirements to work overtime.

Assessment Process

APPLICATION SUBMISSION
To move forward in the selection process, you must complete an online application through our web site at http://www.schooljobs.com/careers/scccd. Please attach to your application a copy of your degree or transcripts (must include when degree was awarded) or your application may be considered incomplete. Resumes may also be uploaded but cannot be used in lieu of a completed application.

ONCE YOU HAVE SUBMITTED YOUR APPLICATION YOU WILL NOT BE ABLE TO MAKE REVISIONS TO YOUR APPLICATION MATERIALS.
When completing the application, please make sure you include ALL current and previous employment in the Work Experience section of the application and complete ALL fields, including the name and contact information for your supervisors. Experience that is included in the resume but not in the Work Experience section of the application may not be considered for the purpose of determining whether you meet the minimum qualifications.

All required documents must be submitted by the applicant. Personnel Commission staff will not upload your documents for you. The State Center Community College District does not accept letters of recommendation for classified positions. Please do not attempt to attach letters of recommendation to your application.

APPLICATION REVIEW AND ASSESSMENTS
The application review process includes an evaluation of training and experience based on given application information and answers to supplemental questionnaire. Only the most qualified applicants, who pass the minimum qualifications review, will be invited to the assessment process.

The assessment process will include a competency assessment (40% weight) and an oral interview assessment (60% weight). Of those achieving a passing score on the competency assessment, only the most qualified candidates will be invited to the oral interview assessment. Passing score is 75% out of 100% on each assessment section.

TESTING TENTATIVELY SCHEDULED AS FOLLOWS

Competency Assessment: September 10, 2024

Oral Interview Assessment: September 18, 2024

The assessment process / assessment date is subject to change as needs dictate. All communication regarding this process will be delivered via email to the address listed on your application.

ELIGIBILITY LIST
Candidates who attain a passing score on each part of the assessment will be placed in rank order on a Districtwide Open-Competitive List. Using the same process, a separate Promotional List will be established and both Lists will be used concurrently. The eligibility list will be used to fill current vacancies in this classification Districtwide for at least six (6) months. The current vacancy is at the District Office.
PASSING THE ASSESSMENTS AND BEING PLACED ON THE ELIGIBILITY LIST DO NOT GUARANTEE AN OFFER OF EMPLOYMENT.
ACCOMMODATIONS
Individuals with disabilities requiring reasonable accommodation in the selection process must inform the State Center Community College District Personnel Commission Department in writing no later than the filing date stated on the announcement. Those applicants needing such accommodations should document this request including an explanation as to the type and extent of accommodation needed to participate in the selection process.
SCCCD is an equal opportunity employer committed to fostering innovation and inclusivity. We respond proactively to the diverse needs of the community and welcome individuals excited to join our District's purpose to support student success both locally and globally. United, we the faculty, classified professionals and administrators pledge to treat all applicants and employees fairly and equitably.

To apply, visit https://www.schooljobs.com/careers/scccd/jobs/4613433/call-center-support-assistant