UWG|Online Help Desk Agent

Posting Details

To create a Posting, first complete the information on this screen, then click the Continue to Next Page button. Proceed through all sections completing all necessary information. To submit the Posting to human resources, you must click on the Continue to Next Page button from the last section. Once a summary page appears, select the Submit button and then click the Continue button. Your Posting will not be saved or sent to the next status until you see the confirmation page and click the Confirm button.

Position Information

Classification Title Student Assistant II
Job Code/BCAT SA II
Position Type Student
Department Distance Learning - eTuition
Position Title UWG|Online Help Desk Agent
Position Number
Budget Position Number 54046344
Pay Scale $8.00 - $10.00
Nature of Work

Assisting online faculty & students using CourseDen – D2L, our campus’ online Learning Management Tool and related online applications. Agents field help requests by e-mails, phone calls, chat, and in-person. Agents also call students, assist with faculty and/or student related projects, and other projects as needed.

Required Qualifications

Ability to communicate effectively in person, over the phone and in email with attention to proper etiquette and detail. Knowledge of “Distance/Online coursework” environment. Basic computer knowledge and of software programs like: Excel, Word, PowerPoint, Google Docs. Critical thinking, troubleshooting and data analysis skills. Strong interpersonal skills, teamwork, and project-completion with the ability to work within given processes and independently. Multi-tasking

Preferred Qualifications

Customer service experience
Previous call center experience
Previously taken online courses
Audio/visual production
3.0 or higher GPA

Physical Requirements/Working Conditions

Able to sit for extended periods of time.

Does this position require any special certification/ license? If yes, please specify. No
Notice to Applicants
Position Status Temporary - Part-Time
Position Notes

Student Assistant II positions perform above-average duties of a complex nature requiring prior knowledge, skill, or training. Student Assistant II positions may be physically demanding and the work may be performed under difficult conditions. Students in these positions most often work with little to no supervision. This classification may be used while training for a higher level.

Required Qualifications

Must be a current University of West Georgia student enrolled for six credit hours and maintaining at least a 2.0 cumulative grade-point average unless otherwise noted/indicated by the hiring department.

Number of Hires Requested for Position Title 2
Funding Source 1004121 10500 524000 11200 11000

Posting Detail Information

Posting Number ST01012
Posting Date 11/29/2017
Closing Date 12/13/2017
Open Until Filled No
Special Instructions to Applicant

Please provide a resumé, class schedule, and expected graduation date.

Primary Duties and Responsibilities

Primary Duties and Responsibilities

Percentage Of Total Time 38
Responsibility / Duty

Provide quality and consistent customer service via phone, e-mails, live chat and in person as requested by faculty, staff and students, as related to UWG’s LMS

Percentage Of Total Time 15
Responsibility / Duty

Communicate effectively – in person, over the phone, by e-mail, and live chat with attention to proper etiquette, detail, and accuracy.

Percentage Of Total Time 15
Responsibility / Duty

Working knowledge of UWG|Online LMS and related third-party support tools, programs and enhancements.

Percentage Of Total Time 10
Responsibility / Duty

Working knowledge of multiple computer platforms, operating systems and applications, especially those related to supporting LMS users.

Percentage Of Total Time 5
Responsibility / Duty

Exercise critical thinking, troubleshooting, judgement, and data analysis skills.

Percentage Of Total Time 5
Responsibility / Duty

Possess strong interpersonal, teamwork, and project-completion skills with the ability to work within given processes and independently.

Percentage Of Total Time 5
Responsibility / Duty

Dependable and exercises the ability to multi-task effectively and utilize time responsibly.

Percentage Of Total Time 5
Responsibility / Duty

Follows office policies, procedures, and protocols.

Percentage Of Total Time 2
Responsibility / Duty

Training and Development

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Are you admitted to the University of West Georgia and enrolled for at least 6 credit hours?
    • YES
    • NO
  2. * Do you have a cumulative grade point average (GPA) of at least 3.0 in all college work attempted at UWG?
    • YES
    • NO
  3. * When is your anticipated graduation? (semester/year)

    (Open Ended Question)

  4. * What is your declared/anticipated major?

    (Open Ended Question)

  5. * Are you participating in the Dual Enrollment program, also known as Move On When Ready? This program allows students currently enrolled in high school to attend college classes.
    • Yes
    • No

Applicant Documents

Required Documents
  1. Resume
  2. Class Schedule
Optional Documents
  1. Cover Letter