Senior Coordinator, Academy Support

Los Angeles, CA

Full Time

Information Technology

Mid Level

Department: Information Technology

Reports to: Manager, Technical Support

Job Type: Regular – Full-time

Job Classification: Hourly (Non-exempt)

Workplace Location: Los Angeles – Pickford

Summary/Objective:

The Senior Coordinator, Academy Support provides frontline support to the Academy’s IT department by responding to phone calls and email inquiries from Academy members and the public. This role assists users with accessing and engaging with the Academy’s online platforms, including voting, streaming, dues payments, login assistance, and other digital services.

Essential Functions of the Job:

Serve as one of the public points of contact for the Academy, engaging with Academy members and awards submitters.
Ensure timely attendance and proper follow-up of assigned work and projects.
Participate in project meetings as needed to ensure a thorough understanding of project goals, technical approaches, and implementation timelines.
Assist the Technical Support Manager in training Academy Support agents on new and existing systems.
Interface with the Technical Support Manager to communicate member needs and trends in member feedback.
Actively maintain a thorough understanding of the Academy’s wide-ranging online platforms to effectively communicate instructions to members at a moment’s notice.
Serve as a secondary base of operations for the department and act as the point of contact for the team in the absence of the Technical Support Manager.
Work with the Technical Support Manager to complete special departmental projects.
Maintain a high level of professionalism and positivity at all times when communicating with members.
Occasionally reroute incoming calls and emails to the correct department.
Participate in training sessions with project managers to learn new platforms or refresh skills on seasonal platforms.
Interface with the Technical Support Manager to communicate member feedback.
Log and track each member interaction in CRM, occasionally interfacing with the IT team to make sure every inquiry is properly recorded and resolved.
Participate in data-driven team projects as needed by IT and Member Relations.
Assist the QA team as needed to test assets for the Academy Screening Room.
Perform other related duties as assigned.

Required Competencies:

A bachelor’s degree required; a technical discipline is preferred.
2+ years of relevant experience.
Strong skills in the use of technology and websites are required.
Flexible and collaborative with a strong ability to shift direction quickly and adapt to changing priorities.
Outstanding communication is a must, including fluency in English and highly professional verbal and written communication, and special attention to detail and accuracy.
A proven ability to handle confidential information with discretion.
Intermediate proficiency in using MS Office.
Ability to work cooperatively with other Academy departments.
Flexibility to work some weekends and late evenings during Oscars season.

Preferred Qualifications:

Process-driven approach to technical support desired.
CRM (preferably Microsoft Dynamics CRM) knowledge desired.

Required Vaccination: Full vaccination against COVID-19 is required, including any booster vaccinations as applicable. Exception: Medical and religious accommodations approved by the Office of People & Culture.

Compensation: The expected salary range for this role is $23.00 - $24.00 per hour. The actual base pay offered will be determined by factors such as experience, skills, training, location, certifications, education, and other factors permitted by law. Decisions will be made on a case-by-case basis.)

Benefits:

Comprehensive medical, dental, and vision coverage.
15 days of PTO, plus company-paid holidays.
Additional time off including summer hours, winter hours, and a cultural floating holiday.
Paid sick leave.
Paid parental leave.
401k retirement plan with a company match
Clean Air Commuter Program
Employee Assistance Program through CompPsych Guidance Resources.
Wellness benefits through Cigna Healthcare.
Free access to 16,000+ online courses through LinkedIn Learning
Free Academy membership screenings
Free tickets and screenings at the Academy Museum
Employee discounts through LifeMart and Working Advantage

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Senior Coordinator, Academy Support

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