"Senior Information and Support Center Agent"

Position Summary

AUIB is seeking a highly experienced Senior Information and Support Center Agent to support and enhance its mission of delivering exceptional customer satisfaction and experience. In this critical role, the Senior ISC Agent will lead the handling of complex inquiries, provide expert guidance, resolve escalated issues, ensure proper escalation when required, and oversee efficient follow-up processes while supporting and mentoring ISC team members.

Key Responsibilities

1. Manage and Oversee External Communications – Handle and oversee external calls, emails, and digital inquiries from prospective students, parents, job seekers, and other stakeholders, providing accurate, comprehensive guidance on academic programs, course offerings, tuition fees, admissions requirements, and university procedures. Support the team in managing complex or sensitive inquiries.
2. Coordinate Internal Student Support – Manage and monitor internal calls and emails from current students, ensuring timely follow-up, resolution of inquiries, and consistent service standards across the ISC team.
3. Ensure Effective Request Resolution – Take ownership of end-user and student requests, ensuring inquiries are properly addressed and coordinated with the appropriate offices or personnel, particularly for escalated or high-priority cases.
4. Lead Issue Diagnosis and Escalation – Accurately diagnose operational and technical issues, resolve them where possible, and ensure unresolved cases are escalated to the appropriate next level of support with clear documentation and follow-up.
5. Provide Advanced Technical Guidance – Guide users and junior agents through IT and system-related troubleshooting processes, ensuring efficient resolution while promoting knowledge sharing and best practices within the team.

Ideal Candidate Profile

1. Advanced proficiency in Microsoft Office Suite.
2. strong working knowledge of computer hardware and software, including desktops, laptops, printers, and Windows-based applications, with the ability to troubleshoot and guide junior agents.
3. Exceptional written and verbal communication skills.
4. Proven experience using CRM systems.
5. Bilingual in Arabic and English; other language is a plus.

Education and Experience

• Required Education: Bachelor’s degree in computer science, Business administration, or a related discipline
• Years of Relevant Experience: 3 Years
• Specific Skills or Expertise: Excellent communication skills
• Additional Certifications: N/A
• Personal Attributes: Problem-solving ability

Why AUIB?

Diversity and Inclusivity: At AUIB, we champion diversity and inclusivity in every aspect of campus life. Our vibrant community is a tapestry of cultures, ideas, and dreams, ensuring a welcoming environment for everyone through fair and equal policies.

Competitive Benefits: AUIB offers competitive salaries, comprehensive health plans, and generous leave policies, ensuring the well-being and satisfaction of our staff.

Professional Development: With numerous opportunities for career progression and professional development, AUIB is the ideal place to enhance your skills and advance your career.

A Thriving Community: Our expatriate faculty and staff enjoy comfortable on-campus accommodations, and a vibrant campus equipped with state-of-the-art facilities, including an expansive library, modern classrooms, and recreational amenities.

A Legacy of Excellence: Situated in Baghdad, AUIB is dedicated to reviving the city’s historic legacy of learning and culture. Joining AUIB means being part of a prestigious project envisioned by prominent figures in business, government, and education.

Application Requirements

To be considered for any role at the American University of Iraq—Baghdad (AUIB), applicants are required to submit the following documents:

• Cover letter: Detail how your skills and experience align with the specific requirements of the position you are applying for.
• Resume/Curriculum Vitae: Provide an up-to-date resume or CV.
• Identification: A valid national ID or passport is required for the application process.

Please note that applications missing any of these components will not be considered.

Candidates Shortlisted for an Interview:

• Educational transcripts and certifications must be translated into English.
• References: Provide contact details for three references who have either worked with you or supervised your work.