Enrollment Officer,

Job Description:

Under the direction and guidance of the Support Manager, the Support Engineer is a highly collaborative, specialized, and fast-paced role with wide-ranging responsibilities. This role is primarily responsible for providing Berklee Online students and faculty with the highest level of support. This includes technical assistance and training for a wide array of audio technologies, support for many dynamic web applications, and expert recommendations on software and gear. The Support Engineer will also engage in collaborative efforts to continuously improve processes and services, ensuring an exceptional customer experience. Additional responsibilities include the preparation of training resources, and testing ongoing software releases in our world-class online learning environment. 

ABOUT BERKLEE ONLINE:

Accessible, affordable, and career-focused, Berklee Online is the premier innovator and largest provider of worldwide music education. Since 2002, Berklee Online has provided more than 75,000 students from 144 countries the renowned curriculum of Berklee College of Music, at a fraction of the cost. Students receive expert music instruction and unparalleled networking opportunities through Berklee Online’s master’s programs, bachelor’s degree majors, certificate programs, and more than 200 courses. Berklee Online has received dozens of national awards in recognition of quality programming, instruction, and innovation in online education, and most tellingly, earned an unprecedented 97 percent student satisfaction rate in a recent graduate survey. Students emerge from Berklee Online with a portfolio of professional work—cultivated by critical feedback from Berklee College of Music’s same legendary instructors—and the skills to exceed the demands of a rapidly evolving music industry.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

• Works closely with students and faculty via phone, email, and video conferencing software to ensure their support needs are fully met. 
• Provides excellent customer service, including technical assistance and training in various audio and academic technologies, web applications, and desktop support needs.
• Provides expert recommendations on software, hardware, and other required course materials. 
• Engages in the testing of software releases, including writing test plans, executing testing, and documenting results. 
• Creates and maintains various training resources, including knowledge base articles and video tutorials. 
• Helps develop data tracking and student feedback processes to collect information, identifies and executes on areas for improvement, and communicates it across the department. 
• Contributes to Quality Assurance processes for all Berklee Online content and services.
• Proactively identifies areas and opportunities for improvement within the online learning management system (LMS), Berklee Online website, and other software or processes that support the student and faculty experience at Berklee Online. Contributes with suggestions to execute on these opportunities, and helps implement them as appropriate.  
• Works with the Technology and Course Development teams to report and address bugs, content updates, and other areas for improvement.
• Logs and maintains data on all Support-related communications using the college's CRM platform.  
• Additional duties include catalog maintenance, process documentation, issuing of student ID cards, Pro Tools ebooks/exams, and student surveys, as well as other initiatives as described by the Support Manager. 

KNOWLEDGE AND SKILLS REQUIRED: 

• Bachelor’s degree in Music Production and Engineering, Electronic Production and Sound Design, Film Scoring, or equivalent experience.
• 1-2 years experience with and ability to troubleshoot several audio software technologies such as, but not limited to, Pro Tools, Logic Pro X, Reason, Ableton Live, Finale, Sibelius, MuseScore, Cubase, GarageBand, and Audacity, as well as various audio plug-ins and virtual instruments. 
• 1-2 years experience with audio and MIDI gear, including a variety of audio interfaces, microphones, studio monitors, headphones, and different MIDI controllers, as well as the ability to troubleshoot setups involving these components. 
• 1-2 years experience in customer service or similar position at a technology company.
• Experience with software testing, including writing test plans and documenting results. 
• Strong understanding of the MIDI protocol, audio devices, signal processing, and signal flow. 
• Knowledge of advanced audio-related system configurations, such as Aggregate Devices and cross-application virtual audio routing.  
• Proficiency in macOS and Windows operating systems, including knowledge of system and network troubleshooting, as well as familiarity with iOS and Android mobile devices. 
• Knowledge of web browsers, caching issues, multimedia plug-ins, and conferencing software. 
• Video tutorial creation and editing skills, including basic familiarity with video editing and/or screen capture software, such as iMovie, Final Cut Pro X, Premiere Pro, or ScreenFlow. 
• Very pleasant personality, friendly, collaborative, and supportive nature.
• Excellent written and verbal communication skills.
• Solutions-oriented self-starter possessing exceptional resourcefulness and adaptability. 
• Ability to work independently with minimal guidance and supervision.
• Strong organizational skills and the ability to meet deadlines, prioritize, and work on multiple projects simultaneously with great efficiency and attention to detail.
• Ability to communicate effectively across Berklee Online departments and other Berklee divisions, including course development, technology, marketing, and management.
• Ability to function well under pressure and maintain a pleasant customer service attitude. 
• Experience with Salesforce Service Cloud, G Suite applications, Google Data Studio, spreadsheets, Workday, Colleague, Informer, and Pivotal Tracker a plus. 
• Experience with Berklee Online courses and MOOCs (Coursera, edX, etc.) a plus. 
• Experience working at a higher education institution or within online education a plus.

The above information on this position description has been designed to indicate the general nature and level of work performed by individuals within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.  Requirements are subject to possible modification to reasonably accommodate qualified individuals with disabilities.  This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

Incomplete applications will not be considered. The position will remain open for applications until filled.

Berklee is committed to increasing the diversity of the college community and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.

*Currently enrolled Berklee students are not permitted to apply for staff or faculty positions

Employee Type:
Staff

Job Description:

Under the direction and guidance of the Support Manager, the Support Engineer is a highly collaborative, specialized, and fast-paced role with wide-ranging responsibilities. This role is primarily responsible for providing Berklee Online students and faculty with the highest level of support. This includes technical assistance and training for a wide array of audio technologies, support for many dynamic web applications, and expert recommendations on software and gear. The Support Engineer will also engage in collaborative efforts to continuously improve processes and services, ensuring an exceptional customer experience. Additional responsibilities include the preparation of training resources, and testing ongoing software releases in our world-class online learning environment. 

ABOUT BERKLEE ONLINE:

Accessible, affordable, and career-focused, Berklee Online is the premier innovator and largest provider of worldwide music education. Since 2002, Berklee Online has provided more than 75,000 students from 144 countries the renowned curriculum of Berklee College of Music, at a fraction of the cost. Students receive expert music instruction and unparalleled networking opportunities through Berklee Online’s master’s programs, bachelor’s degree majors, certificate programs, and more than 200 courses. Berklee Online has received dozens of national awards in recognition of quality programming, instruction, and innovation in online education, and most tellingly, earned an unprecedented 97 percent student satisfaction rate in a recent graduate survey. Students emerge from Berklee Online with a portfolio of professional work—cultivated by critical feedback from Berklee College of Music’s same legendary instructors—and the skills to exceed the demands of a rapidly evolving music industry.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

• Works closely with students and faculty via phone, email, and video conferencing software to ensure their support needs are fully met. 
• Provides excellent customer service, including technical assistance and training in various audio and academic technologies, web applications, and desktop support needs.
• Provides expert recommendations on software, hardware, and other required course materials. 
• Engages in the testing of software releases, including writing test plans, executing testing, and documenting results. 
• Creates and maintains various training resources, including knowledge base articles and video tutorials. 
• Helps develop data tracking and student feedback processes to collect information, identifies and executes on areas for improvement, and communicates it across the department. 
• Contributes to Quality Assurance processes for all Berklee Online content and services.
• Proactively identifies areas and opportunities for improvement within the online learning management system (LMS), Berklee Online website, and other software or processes that support the student and faculty experience at Berklee Online. Contributes with suggestions to execute on these opportunities, and helps implement them as appropriate.  
• Works with the Technology and Course Development teams to report and address bugs, content updates, and other areas for improvement.
• Logs and maintains data on all Support-related communications using the college's CRM platform.  
• Additional duties include catalog maintenance, process documentation, issuing of student ID cards, Pro Tools ebooks/exams, and student surveys, as well as other initiatives as described by the Support Manager. 

KNOWLEDGE AND SKILLS REQUIRED: 

• Bachelor’s degree in Music Production and Engineering, Electronic Production and Sound Design, Film Scoring, or equivalent experience.
• 1-2 years experience with and ability to troubleshoot several audio software technologies such as, but not limited to, Pro Tools, Logic Pro X, Reason, Ableton Live, Finale, Sibelius, MuseScore, Cubase, GarageBand, and Audacity, as well as various audio plug-ins and virtual instruments. 
• 1-2 years experience with audio and MIDI gear, including a variety of audio interfaces, microphones, studio monitors, headphones, and different MIDI controllers, as well as the ability to troubleshoot setups involving these components. 
• 1-2 years experience in customer service or similar position at a technology company.
• Experience with software testing, including writing test plans and documenting results. 
• Strong understanding of the MIDI protocol, audio devices, signal processing, and signal flow. 
• Knowledge of advanced audio-related system configurations, such as Aggregate Devices and cross-application virtual audio routing.  
• Proficiency in macOS and Windows operating systems, including knowledge of system and network troubleshooting, as well as familiarity with iOS and Android mobile devices. 
• Knowledge of web browsers, caching issues, multimedia plug-ins, and conferencing software. 
• Video tutorial creation and editing skills, including basic familiarity with video editing and/or screen capture software, such as iMovie, Final Cut Pro X, Premiere Pro, or ScreenFlow. 
• Very pleasant personality, friendly, collaborative, and supportive nature.
• Excellent written and verbal communication skills.
• Solutions-oriented self-starter possessing exceptional resourcefulness and adaptability. 
• Ability to work independently with minimal guidance and supervision.
• Strong organizational skills and the ability to meet deadlines, prioritize, and work on multiple projects simultaneously with great efficiency and attention to detail.
• Ability to communicate effectively across Berklee Online departments and other Berklee divisions, including course development, technology, marketing, and management.
• Ability to function well under pressure and maintain a pleasant customer service attitude. 
• Experience with Salesforce Service Cloud, G Suite applications, Google Data Studio, spreadsheets, Workday, Colleague, Informer, and Pivotal Tracker a plus. 
• Experience with Berklee Online courses and MOOCs (Coursera, edX, etc.) a plus. 
• Experience working at a higher education institution or within online education a plus.

The above information on this position description has been designed to indicate the general nature and level of work performed by individuals within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.  Requirements are subject to possible modification to reasonably accommodate qualified individuals with disabilities.  This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

External and internal applicants, as well as position incumbents who become disabled as defined under the Americans With Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.

Incomplete applications will not be considered. The position will remain open for applications until filled.

Berklee is committed to increasing the diversity of the college community and the curriculum. Candidates who can contribute to that goal are encouraged to apply and to identify their strengths in this area.

*Currently enrolled Berklee students are not permitted to apply for staff or faculty positions

Employee Type:
Staff