Technical Academic Advisor

Tyto Athene is searching for a Technical Academic Advisor. The Technical Academic Advisor provides full technical and navigational support for the Defense Acquisition University’s Learning Management System and many of its peripheral systems, at a Tier 1 level. This includes answering inbound phone calls and emails pertaining to account management, navigation, browser troubleshooting, course-enrollment management and policy clarification, among other topics.

Responsibilities

• Provide a high level of customer service in a fast-paced environment to DAU students, faculty, staff, and other inquirers (user base of 500,000+)
• Answer inbound phone call, email, and ticket inquiries
• Follow up with existing tickets/inquiries, as appropriate
• Accurately classify and record details of inquiries  into a web-based ticketing system
• Aid in the account management, navigation and technical troubleshooting of the DAU Virtual Campus – to include login, course-enrollment management, and peripheral systems
• Effectively diffuse problem issues for users with empathy and professionalism
• Effectively manage time to ensure that minimum standards are met

Required

• Exceptional communication skills, both verbal and written
• Demonstrable PC skills
• Previous clerical, call center or help desk experience, with email support desired
• Microsoft Office Suite, especially Outlook, Word, and Excel
• Associates Degree or higher in Information Technology or related field preferred
• 1+ years’ experience with troubleshooting – to include researching problems, analyzing trends, and expressing findings.
• 1+ years’ experience in customer service desirable

Clearance

• Must be able to obtain a Public Trust

Compensation

• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.

Benefits

• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Paid Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and parental leave.