COMPANY DESCRIPTION

O'Donnell Learn/InSource Services Group (ISG) is a proven and experienced Education Support Services company dedicated to improving student outcomes through exceptional support and service. Through a comprehensive suite of consulting, support services, and technology to meet student, educator, and customer support needs, ISG serves higher education institutions, online programs, publishers, and education technology companies.

JOB DESCRIPTION

Our Technical Support position provides “white glove” service to our clients, educators, and students for various educational applications. We understand that no one contacts us just to say “Everything is working great.” (Although we wish they would from time to time!) We foster an enjoyable work environment with equal emphasis on individual achievement and collaborative teamwork. Interested candidates should be willing to do what it takes to solve issues as they arrive.

Responsibilities and Duties

• Provide excellent customer service
• Handle client relations through calls, chats, and emails
• Thoroughly document reported issues and all steps taken to support the process
• Communicate, collaborate, and maintain relationships with internal and external constituents
• Maintain confidentiality of work-related information and materials
• Comply with all published university rules, procedures, guidelines, and laws/regulations relating to FERPA and confidentiality of information
• Perform other duties as assigned

Job Requirements - Minimum Qualifications

• Some knowledge of online learning environments
• Technologically savvy with the ability to assimilate new technology quickly
• Must have a flexible schedule and be willing to work some evening and weekend hours, and to adjust schedule as needed to best meet client needs
• Working knowledge of federal regulations such as Family Education Rights and Privacy Act (FERPA) and Americans with Disabilities Act (ADA) as it relates to student accommodations
• Professional experience with problem solving
• Highly effective written and verbal communication skills
• Technology skills in the use of word processing, spreadsheets, database, electronic mail, and internet applications, preferably Microsoft Office Suite software and working knowledge of Google Sheets and Google Docs
  

Ability to

• Establishing and maintaining cooperative working relationships with faculty, staff, and students is essential.
• Work independently under broad organizational policies.
• Utilize resources as required to perform the daily expectations of clients.
• Communicate effectively using phone, email, and texting tools.
• Adapt quickly to changing work priorities, set priorities, meet deadlines, be flexible, and work well under pressure.
• Communicate with diverse groups and individuals.
• Be self-motivated, enthusiastic, personable, assertive, dependable, and able to work independently and as a member of a team.
• Work virtually.
• Have strong attention to detail and accuracy.

Working Environment

This position is through a virtual work environment. Our employees enjoy the freedom and flexibility of working from home. Even though our teams are spread across the country, we utilize a wide variety of collaboration tools that bring us together and foster teamwork, community, and collaboration as good as, if not better than, most on-site work environments.

Requirements for success in a virtual, work at home role include:

• Workspace – Must be able to provide a dedicated, confidential workspace which includes a door that can be closed for privacy.
• Multitasking – Ability to navigate or toggle many screens and maintain chat conversations simultaneously.
• High speed internet – Must provide employee-paid, high speed internet service. Internet speed should be 10MB or higher, no dial-up or satellite dish connections. Must have a working desktop or laptop with a Windows operating system.
• Quality headset suitable for answering and placing calls as well as for virtual meetings.
• Working computer that meets or exceeds the minimum hardware requirements for your operating system (Windows or Mac).

Benefits

O'Donnell Learn/InSource Services Group offers a comprehensive set of employee benefits including paid vacation and holiday time, Life, Dental and Healthcare options. As a work from home model, the company also provides flexible hours and accommodations to ensure a work-life balance.

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O'Donnell Learn/InSource Services Group, LLC is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor.