Technical Support Specialist
1 month ago
GirlTREK is the largest public health nonprofit for Black women and girls in the United States. With over one million members and growing, our mission is to pioneer a health movement grounded in civil rights history and principles through walking campaigns, community leadership, and health advocacy. As we continue to expand our reach and impact, we are excited to launch our new app, GirlTREK Underground, which aims to further support our mission and connect our community.
Overview: We are seeking a part-time Tech Support Specialist to join our dynamic and growing technology team. This role is pivotal in ensuring our members have a seamless experience with GirlTREK Underground. The Tech Support Specialist will provide frontline support, troubleshoot and solve problems with efficiency and care, and develop systems for member support. Additionally, this role will contribute to Quality Assurance testing for new app releases and assist with manual backend tasks.The Tech Support Specialist will work 15-20 hours per week.Key Responsibilities
- Provide frontline technical support to GirlTREK Underground members, addressing and resolving issues promptly and effectively.
- Develop and implement systems for member support, including leveraging Zendesk and Zendesk AI to enhance support processes.
- Collaborate closely with the Care team to ensure a cohesive approach to member care and support.
- Perform Quality Assurance testing for new app releases to ensure a smooth user experience.
- Assist with manual backend tasks as needed to support app functionality.
- Troubleshoot and resolve technical issues, navigating system admin and content management system interfaces for troubleshooting and configuration.
- Ensure every interaction with GirlTREK Underground members is positive, empathetic, and solutions-focused, reinforcing GirlTREK’s commitment to member care and support.
- Utilize collaboration and support tools such as Zendesk and Slack to manage and resolve support tickets.
- Stay up-to-date with the latest technologies and tools to continuously improve member support processes.
- Work closely with the Care team to understand ongoing member issues and needs, ensuring support strategies align with overall member care goals.
Who You Are
Qualifications:
- Minimum of 2 years of experience in IT customer support or customer service.
- Demonstrated ability to learn and work with various technologies and tools.
- Proficiency in navigating admin and CMS interfaces for troubleshooting and configuration.
- Experience with collaboration and support tools, including Zendesk and Slack.
- Technical skills in building, testing, and debugging mobile apps are a plus.
- Experience in app development and deployment processes is an advantage.
- Strong problem-solving skills and a proactive approach to addressing issues.
- Excellent communication and interpersonal skills.
- You approach each support case with empathy and patience, ensuring members feel heard and valued throughout the support process.
- Passion for GirlTREK's mission and commitment to community health and wellbeing.
What You Can Expect
GirlTrek is a grassroots, movement-building organization. The ideal candidate thrives in a work environment that is agile and responsive to the needs of our movement. A successful candidate will come with a “start-up” mentality that allows them to engage in deep collaboration across teams so that resources are used smartly. All members of the national team are expected to participate in GirlTrek programming and serve as public ambassadors of the movement. GirlTrek offers a competitive salary and benefits package, a flexible remote work environment, and has been recognized as a leader in the nonprofit sector for its innovations in creating an org-culture that supports the wellbeing of its staff members at work and at home.
- Vacation Time: Unlimited PTO, in addition to an annual winter sabbatical.
- Retirement Plan: GirlTrek matches contributions to 401K accounts up to 4%.
Compensation: Each role is benchmarked using national data and considers compensatory factors such as the expectations of the role and the required qualifications for the role. The candidate’s final compensation package is determined once the interview is concluded and accounts for the compensatory factors listed above, in addition to experience, competencies, physical location and GirlTREK’s annual winter sabbatical. The hourly pay range for this role is $40 - $50.
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