488121true488121falseSubmission for the position Hotline Support Specialist - Job Number 250000IMfalse488121falsetrueHotline Support Specialist250000IM250000IMMay 9 2025 45341 PMMay 9 2025 45341 PMCentral-42 West Madison Street Access and EnrollmentCentral-42 West Madison Street Access and EnrollmentNon-Union PositionNon-Union PositionNon-exemptNon-exempt Chicago Public Schools CPS is one of the largest school districts in the United States serving over 320000 students in 500 schools and employing approximately 44000 people most of them teachers. CPS has set ambitious goals to ensure that every student in every school and every neighborhood has access to a world-class learning experience that prepares each for success in college career and civic life. In order to fulfill this mission we make three commitments to our students their families and all Chicagoans academic progress financial stability and integrity. Six core values are embedded within these commitments - student-centered whole child equity academic excellence community partnership and continuous learning. Under the Office of Portfolio Management OPM the Office of Access and Enrollment OAE ensures all CPS students have equal access to high-quality programs that fit their educational needs. OAE manages the admissions process through the GoCPS Application platform for families who are seeking admission to early childhood through high school programs. Job Summary Reporting to the Director of OAE the Hotline Support Specialist will provide support to stakeholders seeking assistance with the GoCPS application process. This role collaborates with the OAE Team on administrative milestones and tasks and provides technical support to parents school-based staff and the vendor call center. This part-timetemporary position will be compensated for time worked on an hourly basis. The work schedule for this role will be up to but no more than 30 hours per week. Due to the part-timetemporary nature of this work this is not a benefit-eligible position. The Hotline Support Specialist will be held accountable for the following responsibilities Performs primary help deskcall center duties Provides support to internal and external users with GoCPS Application related issues. Works as part of a team to provide support and customer service to GoCPS Stakeholders through multiple channels including email requests and phone calls received on CPS mainlines. Provides support to users regarding password resets and retrievals. Works with a multi-queue phone softwar e system and ticketing system to answer calls and document support provided Provide informational updates to GoCPS Stakeholders. Provide administrative and office support on special projects as assigned Refer all complaints that are within scope to the appropriate team for follow up. Refer any complaints that are out of scope to the appropriate department or District resources Perform other related duties as assigned. In order to be successful and achieve the above responsibilities theHotline Support Specialist must possess the following qualifications Education Required High school diploma or GED equivalent required Associates degree from an accredited college or university preferred Experience Required Minimum of three 3 years of professional experience in a call centercustomer support environment Experience with or knowledge of the GoCPS application process preferred Other Requirements Knowledge Skills and Abilities Conditions of Employment As a condition of employment with the Chicago Public Schools CPS employees are required to EstablishMaintain Chicago Residency - Employees are required to live within the geographic boundaries of the City of Chicago within six months of their CPS hire date and maintain residency throughout their employment with the district. The Chicago residency requirement does not apply to temporarypart-time positions however all CPS employees must be residents of Illinois. Chicago Public Schools CPS is one of the largest school districts in the United States serving over 320000 students in 500 schools and employing approximately 44000 people most of them teachers. CPS has set ambitious goals to ensure that every student in every school and every neighborhood has access to a world-class learning experience that prepares each for success in college career and civic life. In order to fulfill this mission we make three commitments to our students their families and all Chicagoans academic progress financial stability and integrity. Six core values are embedded within these commitments - student-centered whole child equity academic excellence community partnership and continuous learning. Under the Office of Portfolio Management OPM the Office of Access and Enrollment OAE ensures all CPS students have equal access to high-quality programs that fit their educational needs. OAE manages the admissions process through the GoCPS Application platform for families who are seeking admission to early childhood through high school programs. Job Summary Reporting to the Director of OAE the Hotline Support Specialist will provide support to stakeholders seeking assistance with the GoCPS application process. This role collaborates with the OAE Team on administrative milestones and tasks and provides technical support to parents school-based staff and the vendor call center. This part-timetemporary position will be compensated for time worked on an hourly basis. The work schedule for this role will be up to but no more than 30 hours per week. Due to the part-timetemporary nature of this work this is not a benefit-eligible position. The Hotline Support Specialist will be held accountable for the following responsibilities Performs primary help deskcall center duties Provides support to internal and external users with GoCPS Application related issues. Works as part of a team to provide support and customer service to GoCPS Stakeholders through multiple channels including email requests and phone calls received on CPS mainlines. Provides support to users regarding password resets and retrievals. Works with a multi-queue phone softwar e system and ticketing system to answer calls and document support provided Provide informational updates to GoCPS Stakeholders. Provide administrative and office support on special projects as assigned Refer all complaints that are within scope to the appropriate team for follow up. Refer any complaints that are out of scope to the appropriate department or District resources Perform other related duties as assigned. In order to be successful and achieve the above responsibilities theHotline Support Specialist must possess the following qualifications Education Required High school diploma or GED equivalent required Associates degree from an accredited college or university preferred Experience Required Minimum of three 3 years of professional experience in a call centercustomer support environment Experience with or knowledge of the GoCPS application process preferred Other Requirements Knowledge Skills and Abilities Conditions of Employment As a condition of employment with the Chicago Public Schools CPS employees are required to EstablishMaintain Chicago Residency - Employees are required to live within the geographic boundaries of the City of Chicago within six months of their CPS hire date and maintain residency throughout their employment with the district. The Chicago residency requirement does not apply to temporarypart-time positions however all CPS employees must be residents of Illinois.