Senior Coordinator, Academy Support

Title

Senior Coordinator, Academy Support

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

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Position Requirements



Full-Time/Part-Time

Full-Time

Position

Senior Coordinator, Academy Support

Location

Los Angeles

About the Organization

The Academy of Motion Picture Arts and Sciences is a global community of more than 10,000 of the most accomplished artists, filmmakers and executives working in film. In addition to celebrating and recognizing excellence in filmmaking through the Oscars, the Academy supports a wide range of initiatives to promote the art and science of the movies, including public programming, educational outreach and the Academy Museum of Motion Pictures.


EOE Statement

The Academy is committed to equal opportunity in employment and to creating and valuing diversity in its workforce. Maintaining a diverse workforce is important to the Academy. The Academy enforces a strict policy that prohibits discrimination in hiring, training, compensation, promotion, transfer, or termination, whether on the basis of race, color, national origin, religion, sex, disability, age, veteran status, sexual orientation or genetic information. This includes a workplace that is free of all forms of harassment. Also, to help foster diversity, the Academy uses programs that ensure fairness of opportunity, pay, and growth to all applicants and employees. Every employee of the Academy is required to follow this policy and to preserve the Academy’s commitment to diversity.

This position is currently accepting applications.

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