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Senior Coordinator, Academy Support

Senior Coordinator, Academy Support

Academy Of Motion Picture Arts and SciencesLos Angeles, CA, US
1 day ago
Job type
  • Full-time
  • Quick Apply
Job description

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 Powered by JazzHR
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    Support Coordinator • Los Angeles, CA, US

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