Assistant II – Student Technology Support (Hourly)

Job Description

To interact with current students by responding to technical support questions and issues (via phone, email and chat). Employees will serve as stewards to the college in order to help ensure success for all students.

Please be aware that this is a remote work position and you must live in the State of Texas per Austin Community College policy. Employees are required to have good internet access and will be provided the equipment needed to work from home.

Description of Duties and Tasks

• Aids students with technical issues via phone, email or chat in English and in Spanish
• Promptly answers technical questions for students (including, but not limited to ACCMail, Blackboard, etc)
• Refers non-technical questions to the appropriate departments
• Adheres to Family Educational Right to Privacy Act (FERPA) and other federal and state regulations regarding privacy
• Provides feedback on frequent support requests for training opportunities
• Communicates and coordinates with internal departments
• Enters data, maintains files, records, logs, through use of tracking systems

Knowledge

• Bilingual - Fluent English and Spanish
• Customer service principles and practices
• Technical support practices, standards, and protocols in regard to supporting students virtually
• Computer applications including (but not limited to) Windows, Mac, Internet browsers, smart phones, tablets, and multimedia equipment

Skills

• Maintaining an established work schedule
• Familiar with call center practices and procedures
• Effectively using listening skills
• Drafting effective written communications
• Multitasking using phone, chat, and email concurrently
• Show initiative and being able to quickly adapt to changes
• Effectively using interpersonal and communications skills including tact and diplomacy
• Effectively using organizational and planning skills with attention to detail and follow-through
• Establishing and maintaining effective collegewide working relationships
• Maintaining confidentiality of work-related information and materials

Technology Skills

• Demonstrated proficiency using standard office software applications
• Use a multi-line hard and/or soft phone
• Keyboarding skills with emphasis on speed and accuracy
• Able to navigate multiple operating systems and browse and able to cross reference across multiple databases and resource materials

Preferred Technology Skills

• Working knowledge of Google Mail
• Working knowledge of Blackboard
• Working knowledge of Microsoft Office and Google Docs
• Working knowledge of tablets (iPads/Android)
• Working knowledge of Microsoft Windows
• Working knowledge of Apple MacOS, iOS and iPadOS
• Bilingual in English/Spanish
• Working knowledge of any or all of the following college-oriented areas: Admissions, Financial Aid, Cashier, Distance Learning, Registration, Adult Education, and Continuing Education, Early College Start, and Student Resources

Required Work Experience

• Previous customer service experience

Preferred Work Experience

• Previous experience working in a call center

Required Education

• High School Diploma

Preferred Education

• Associate degree or higher

Physical Requirements

• Subject to standing, walking, sitting, bending, reaching, kneeling, pushing, and pulling
• Occasional lifting of objects up to 10 pounds

Safety

• Work safely and follow safety rules
• Report unsafe working conditions and behavior
• Take reasonable and prudent actions to prevent others from engaging in unsafe practices

Hours

Varies. Maximum of 19 hours per week

Pay Rate

$24.10/hour

Number Of Openings

1

Job Posting Close Date

July 16, 2026

Disclaimer

The above description is an overview of the job. It is not intended to be an all-inclusive list of duties and responsibilities of the job, nor is it an all-inclusive list of the skills and abilities required to do the job. Duties and responsibilities may change with business needs. ACC reserves the right to add, change, amend, or delete portions of this job description at any time, with or without notice. Employees may be required to perform other duties as requested, directed, or assigned. In addition, reasonable accommodations may be made by ACC at its discretion to enable individuals with disabilities to perform essential functions of the job.