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Alumni Relations Help Desk Representative

3 months ago

Providence, United States nextSource Full time

nextSource invites you to join our talent community and search for future Alumni Relations Help Desk Representatives.

When you register and join the community, our goal is to engage you as soon as possible by one of our recruiters, who will discuss your background and the needs of the client. Then, the next time the position is available, and your skillset is a match, you will be contacted and, if interested, you may be submitted for the opportunity.

The Alumni Relations Help Desk Representative will support the department's implementation of a new tech platform for alumni communication, community-building, and career connections.

Leveraging a variety of tools, resources, guides and tutorials developed by Alumni Relations (AR), the Help Desk Representative (HDR) will interface directly with volunteer leaders who serve as community managers/administrators (our "customers") within the new platform.

This position is 20 hours a week, between the hours of 10:00 AM - 6:00 PM ET, with flexibility to set a schedule but must be consistent. Training will be provided to build familiarity with the platform, and a technical services team will be available for escalations.

Job Description:

  • 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.
  • 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. screen-sharing to walk through a proposed solution, demonstrate platform use or features, etc.).
Job Requirements:
  • Excellent listening and communication skills that translate through email.
  • Exceptional organizational skills and attention to detail.
  • Ability to interpret customer needs, triage based on urgency, and route customers to the appropriate tool or resource.
  • Flexibility to adapt to changing priorities and responsibilities as needed.
  • Proficiency with Microsoft Office Suite and Google Suite.
  • Experience working with social media and/or group communication technologies I.e. Facebook Groups, LinkedIn Groups, MailChimp, Teams, Slack etc.).
  • Ability to quickly learn new technologies and explain them to others clearly.
  • Patience in teaching and explaining concepts and practices to others.
  • Resourceful, positive and collaborative.
  • Problem-solver who loves helping others figure out solutions.
  • An independent worker with an ability to maintain the strictest confidentiality.
  • Bachelor's degree and 2 years of experience.
Job Type: Temp | Pay Rate: $25.00/hourly | Location: Providence, RI

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nextSource is committed to providing reasonable accommodation for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at talent@nextSource.com.
  • Published on 11 Jun 2024, 9:33 PM