Florida International University is a that drives real talent and innovation in Miami and globally. Very high research (R1) activity and high social mobility come together at FIU to uplift and accelerate learner success in a global city by focusing in the areas of environment, health, innovation, and justice. Today, FIU has two campuses and multiple centers. FIU serves a diverse student body of more than 56,000 and 290,000 Panther alumni. U.S. News and World Report places dozens of FIU programs among the best in the nation, including international business at No. 2. Washington Monthly Magazine ranks FIU among the top 20 public universities contributing to the public good.

Assists all faculty and students with any issues pertaining to tools and technology within the learning management system (LMS). Provides assistance via phone, email, live chat, and zoom. The Senior Online Support Associate has additional expertise and knowledge on complex technical issues, especially as it relates to providing solutions to FIU Online faculty for LMS related questions. The Senior Online Support Associate works closely with the Assistant Director of LMS Call Center to support projects including but not limited to, resolving downtime of tools and systems, testing of system updates, creating content or drafts, and helping to roll out new features that the Canvas Help team is leading.

• Responds quickly, competently, and courteously to a myriad of student and faculty inquiries in person, by telephone, email and live chat.
• Assists students and faculty to login to the learning management system (LMS) and troubleshoots any authentication or course access issues.
• Troubleshoots all applications that are integrated with the learning management system (LMS), such as Zoom, Class, etc.
• Collaborates with Learning Management System, System Support and Development, Salesforce, and Learning Design and Innovation teams to resolve course content or LMS related issues.
• Assists faculty and students in resolving basic technical issues, content concerns, and general LMS concerns, utilizing their courses.
• Assists students and faculty towards resolving complex technical issues with online course content, content accessibility, and other technical questions related to the learning management system.
• Finds solutions to faculty related questions transferred and/or routed directly to them.
• Recommends solutions and participates in the ongoing development, implementation, and interpretation of operating procedures for Canvas Help.
• Ensures all incoming inquiries (cases) in the LMS ticketing system are handled adequately within a 24-hour period.
• Collaborates with the supervisor in creating the workflow and organization of upcoming projects. Participates and leads support services-related meetings and training as needed.
• Provides a high level of customer service by reviewing open cases to ensure the users were provided with quality support, and mentors junior support associates on improving their level of service.
• Provides support for communication drafts, internal documentation, messaging, and other written communication as needed.
• Helps coordinate the communication, testing, configuration, and roll out for technical systems and feature updates related to the LMS Call Center.

• Bachelor's degree in related discipline with four (4) years of experience in a related field; OR eight (8) years of experience in a related field; OR an equivalent combination of relevant education and/or experience.

• Day and evening shifts; includes weekdays and/or weekends
• Available work hours (on campus & remote) can range between 8:00am-midnight

• Previous experience working with a support team or call center.
• Experience working in customer service.

• Administrative

• $40,000 - $45,000

Begin time: 9:00 AM
End time: 5:30 PM

• Expanded Background Check

• Ability to work evenings and weekends.
• Ability to work flexible hours as needed.
• Shift may vary according to departmental needs.

Prospective Employee

If you have not created a registered account, you will be asked to create a username and password for use of the system. It is recommended that you provide an active/valid e-mail account as that will be the main source of communication regarding your status within the process. In this account, you are able to track your applicant status in "My Applications".

To be considered eligible for the position as an internal candidate, departmental staff must meet minimum requirements of the position and be in good performance standing.

Before you begin the process, we recommend that you are prepared to attach electronic copies of your resume, cover letter or any other documents within the application process. It is recommended that you combine your cover letter and resume/curriculum vitae into one attachment. Attached documents should be in Microsoft Word or PDF format. All applicants are required to complete the online application including work history and educational details (if applicable), even when attaching a resume.

*This posting will close at 12:00 am of the close date.

Current Employee

As a current employee, you must log into Employee Self Service (ESS) to apply for this and any other internal career opportunity of interest. In this account, you are able to track your applicant status in "My Applications".

To be considered eligible for the position as an internal candidate, departmental staff must meet minimum requirements of the position and be in good performance standing.

Before you begin the process, we recommend that you are prepared to attach electronic copies of your resume/ curriculum vitae, cover letter or any other documents within the application process. It is recommended that you combine your cover letter and resume into one attachment. Attached documents should be in Microsoft Word or PDF format.

*This posting will close at 12:00 am of the close date.

Clery Notice

In compliance with the , the University Police department at Florida International University provides information on crimes statistics, crime prevention, law enforcement, crime reporting, and other related issues for the past three (3) calendar years. The FIU Annual Security report is available online at: .

To obtain a paper copy of the report, please visit the FIU Police Department located at 885 SW 109th Avenue, Miami, FL, 33199 (PG5 Market Station).

Pay Transparency

Florida International University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

FIU is a member of the State University System of Florida and an Equal Opportunity, Equal Access, Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.