Academy Support Agent

Academy Of Motion Picture Arts and Sciences; West Hollywood (CA); On-site; USD 28,000 - 40,000; Part time

Job summary

The Academy of Motion Picture Arts and Sciences seeks an Academy Support Agent to assist the IT department by responding to calls and emails from members and the public, helping them access and navigate online platforms for voting, streaming, dues, login, and other technical needs. This part-time seasonal role is based at Pickford – 1313 Vine St, West Hollywood, with compensation of $25.00 per hour.

The position requires a bachelor’s degree and 4+ years in customer service or technical support,

Qualifications

• Bachelor’s degree in communications, IT, business administration, film/media studies, or a related field.
• 4+ years of experience in customer service, technical support, or member services.
• Intermediate proficiency with Salesforce, Airtable, and Microsoft Office Suite.
• Strong written and verbal communication in fluent English.
• Agile team player with ability to adapt to shifting priorities.
• Ability to handle confidential information with discretion.
• Availability to work a minimum of three full days per week, including peak Oscar season.

Responsibilities

• Respond to phone calls and emails from Academy members and the public.
• Assist users with accessing and navigating the Academy’s online platforms (voting, streaming, paying dues, login).
• Escalate issues to the Senior Manager, Technical Support as needed.
• Maintain up-to-date knowledge of platforms to provide accurate guidance.
• Log and track every member interaction in CRM, interfacing with IT as needed.
• Reroute calls/emails to appropriate departments when necessary.
• Participate in training sessions to learn new platforms.
• Maintain professionalism and positivity in all member communications.
• Other related tasks as assigned.

Skills

Communication skills

Agile team player

Discretion

Attention to detail

Fluent English

Education

Bachelor’s degree in Communications, Information Technology, Business Administration, Film/Media Studies, or related field

Tools

Salesforce

Airtable

Microsoft Office

Microsoft Dynamics

Job description

Academy Support Agent

Department: Information Technology

Reports to: Manager, Technical Support

Job Type: Part-time – Seasonal

Job Duration: October 5, 2026 - March 31, 2027

Job Classification: Hourly (Non-exempt)

Workplace Location: Pickford – 1313 Vine St

Compensation: $25.00 per hour

Summary/Objective

The Academy Support Agent will provide support to the Academy’s IT department by responding to phone calls and emails from Academy members and the public. This role assists users with accessing and navigating the Academy’s online platforms, including voting, streaming, paying dues, login assistance, and other technical support needs.

Essential Functions of the Job

• Act as one of the public faces of the Academy by engaging with Academy members or awards submitters.
• Demonstrate timely attendance and proper follow-up of work assignments and projects.
• Interface with the Senior Manager, Technical Support to communicate member needs and trends in member feedback.
• Actively maintain a thorough understanding of the Academy’s wide-ranging online platforms in order to effectively communicate instructions to members at a moment’s notice.
• 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.
• Log and track each member interaction in CRM, occasionally interfacing with the IT team to make sure every inquiry is properly recorded and resolved.
• Other related tasks as assigned.

Required Competencies

• Bachelor’s degree in communications, Information Technology, Business Administration, Film/Media Studies, or a related field.
• 4+ years of experience in customer service, technical support, or member services, preferably in a call center, help desk, or online platform support environment.
• Intermediate technical proficiency with Salesforce, Airtable, and Microsoft Office Suite.
• Strong written and verbal communication skills, in fluent English, with a meticulous attention to detail, accuracy, and formatting.
• Agile team player with a proven ability to pivot quickly and thrive amid shifting priorities.
• Demonstrated ability to handle sensitive and confidential information with absolute discretion.
• Ability to work cooperatively with other Academy departments.
• Availability to work a minimum of three full days per week, with flexibility for early mornings, late evenings, and weekends during peak Oscar season.

Preferred Qualifications

• Experience with CRM systems, specifically Microsoft Dynamics, preferred.

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.

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