Application Support Specialist

2 months ago

New York, United States 32BJ SEIU Full time

 

With 175,000 members in eleven states and Washington, D.C., 32BJ SEIU is the largest union representing property service workers in the country. Our members have fought for and achieved high standards for private and public sector property service workers, and we continue to fight for higher standards for thousands of unorganized service workers.


We are committed to engaging our diverse membership and to developing members to lead in our organizing, political, social justice and contract campaigns.


We seek a Application Support Specialist to provide mobile application (iOS and Android) support to end-users for a new application. The person will be a member of the data team that tracks, reports and analyzes activity data in support of the union’s organizing, political and member engagement goals.


Responsibilities include, but are not limited to

  • Respond and provide assistance for support requests for our mobile application for member leaders via phone and email
  • Identify, research, and resolve technical problems associated with the mobile app
  • Document, track and monitor user support requests to ensure a timely resolution
  • Provide customer service to users regarding installation, login, and other issues with mobile application
  • Point of contact for members on mobile application. Serve as a liaison between end users and technical staff, convey issues and make recommendation for improvements.
  • Perform quality assurance tests during the development cycle
  • Maintain and administer a ticketing system to track issues, requests and enhancements
  • Create and maintain training material, system documentation and best practices
  • Create and implement a plan to work with Field Reps to enroll leaders in the mobile application and support them in continuing to use the application.
  • Train Field Reps on mobile application basics so they can also answer any questions leaders have.
  • Support union operations as needed
  • This is an in-person position based at the union’s headquarters in New York City and occasional travel to the union’s offices in other states is expected.


Qualifications

  • Bilingual English/Spanish is a must
  • Experience with iOS and Android operating systems, functionality and ability to troubleshoot, reproduce and report on problems
  • Strong analytical, problem solving and decision-making skills
  • Excellent organizational and prioritizing skills
  • Strong oral and written interpersonal skills
  • Excellent listening skills
  • Experience working directly with customers
  • Experience writing and maintaining documentation such as manuals and guides
  • Ability to work with a diverse group of users with varying technical skills
  • Experience in the labor movement or with organizing or political campaigns a plus
  • Experience with helpdesk support, QA testing, or UI/UX a plus
  • Commitment to social and economic justice a plus


The salary for this role is $61,727. 32BJ offers a generous benefits package that includes employer-paid medical, dental and vision plans, and retirement benefits that include a defined benefit pension plan and 401K plan. The position offers paid time-off, including three weeks’ vacation, eleven holidays, and twelve sick in the first year of service, with incremental additions after, including four personal days. The union currently has a policy of one remote workday per week, at the discretion of the manager.

APPLICATION:

Please send a résumé and letter of interest to HR@seiu32bj.org. 

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