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Alumni Relations Help Desk Representative

3 months ago

Providence, United States HonorVet Technologies Full time
Title: Alumni Relations Help Desk Representative
Location: Maddock Alumni Center 38 Brown Street Providence, RI 02912
Duration: 6+ Month
Shift: Part-time We would like this person to work about 20 hours a week. This could be done as four 5hr days, or as five 4hr days.

Job Description
  • The Alumni Relations Help Desk Representative will support our department's implementation of BrownConnect+ which is a new tech platform for alumni communication, community-building, and career connections.
  • Leveraging a variety of tools, resources, guides and tutorials developed by AR, the Help Desk Representative (HDR) will interface directly with volunteer leaders who serve as community managers/ administrators (our "customers") within the new platform.
  • The HDR will receive questions via email (and occasionally by phone), assess the need, triage the urgency of that need, and respond accordingly, connecting customers to said resources as appropriate.
  • The HDR will collaborate with internal partners for inquiries that require a more customized response or more hands-on support, and may be asked to engage directly with the customer to provide that support (i.e. screensharing to walk through a proposed solution, demonstrate platform use or features, etc.).
  • Training will be provided to the HDR to build familiarity with the platform, and a technical services team (both at Brown and with the platform vendor) will be available for escalations.