Administrative Assistant, Customer Support, Office of Sponsored Projects

Job Posting

Title:

Administrative Assistant, Customer Support, Office of Sponsored Projects-Hiring Department:

Office of Sponsored Projects-Position Open To:

All Applicants-Weekly Scheduled

Hours:

40-FLSA Status:

Non-Exempt from FLSA-Earliest

Start Date:

Immediately-Position Duration:

Expected to Continue
- Location:

AUSTIN, TX-Job Details:

General Notes The Office of Sponsored Projects (OSP) serves as the coordinating office for externally funded research and sponsored projects at The University of Texas  mission of OSP is to assist faculty and professional research staff in their efforts to secure and ensure proper stewardship of external funding. We do that by assisting research faculty and staff with the following: proposal review, authorization, and submission;

award negotiations and acceptance; account management; close-out, reports, audits, collection; professional development and education; export control, and research compliance.

UT Austin offers a competitive benefits package that includes:100% employer-paid basic medical coverage

Retirement contributions

Paid vacation and sick time

Paid holidays

Eligible for Hybrid Telework Please visit our Human Resources (HR) website to learn more about the total benefits offered.

Purpose The Administrative Assistant, Customer Support would serve as the primary front-line customer service and administrative support resource for the Office of Sponsored Projects (OSP). The position would provide centralized intake, issue tracking, customer assistance, and administrative support to ensure efficient day-to-day operations.

The role would serve as the first point of contact for internal and external inquiries and be responsible for maintaining a high level of customer service, timely response, accurate routing of requests, and effective communication throughout the resolution process.

This role would assume some of the transactional, customer-facing, and operational coordination responsibilities currently performed within OSP Operations, allowing senior staff to focus on governance, process ownership, knowledge management, and strategic operational initiatives. Moreover, this entry-level role would help Operations distinguish transactional operations work from program administration and governance work, creating a more sustainable distribution of responsibilities among the operations team, and a clear pathway from entry-level administrative support to higher-level operations and process management roles.

Responsibilities Customer Support, Intake & Service Coordination Serve as the primary intake coordinator for OSP’s enterprise mailbox.

Monitor and manage OSP's central electronic mailbox. Manage intake from departmental phone lines, email, and other shared communication channels. Receive, review, categorize, and route incoming requests to appropriate teams. Serve as a front-line customer service representative for issues and inquiries.

Ensure service requests are acknowledged and tracked appropriately. Follow up with requestors as needed regarding status, additional information, or resolution. Escalate urgent or unresolved issues according to established procedures.

Maintain professionalism and customer service excellence in all interactions. Coordinate communication between customers and operational support teams.

Assist with service-response improvement initiatives.

Issue Tracking & Operational Reporting Support operational visibility and accountability through tracking and reporting activities.

Identify requests requiring escalation or attention from leadership.

Maintain operational intake system. Monitor status of pending and unresolved requests.

Track service trends and recurring operational issues. Generate routine reports regarding intake volume, response status, and service requests.

Employee Onboarding & Offboarding Support Provide administrative coordination for employee onboarding and offboarding activities.

Coordinate onboarding and offboarding checklists, account provisioning and deprovisioning activities in partnership with other support teams. Monitor completion of assigned onboarding tasks and follow up as necessary and maintain onboarding and offboarding documentation and records.

Administrative Operations Support Provide general administrative support for departmental operations.

Serve as primary UT Voicemail administrator. Handle intake of research administration issues via central phone lines, triage, and route issues to appropriate team for direct support.

Maintain departmental distribution lists and contact information.

Assist with records organization and document management activities.

Provide administrative support for operational projects and initiatives.

Events, Coverage & Team Support Provide operational support for departmental activities and special events.

Assist with planning and execution of departmental meetings, events, and training sessions.

Support logistics, purchasing, and event coordination activities.

Provide backup coverage for Operations team functions during…