Alumni Relations Help Desk Representative - Abacus Service Corporation

• Company Name
• Brown University

• Experience
• 0 - 99 Years

• Job Site
• Onsite

• Organization Unit

• Job Category
• Administrative & Office

• Date Range
• Jul 30, 2024 - Mar 28, 2025

• Program Team
• NA

• Hire Type
• Contractor

• Contract Type
• Contract Only

• Pay Type
• Hourly

• Standard Hours Per Week
• 37.50

• Timesheet Approvers
• NA

• Expense Approver
• NA

• Pay Group
• WKSUS

• Exemption Status
• Non-Exempt

TECHNICAL SKILLS

Must Have

LOCATION INFORMATION

Maddock Alumni Center (Main Campus)

Maddock Alumni Center
38 Brown Street
Providence Rhode Island 02912

JOB SUMMARY

The Alumni Relations Help Des...

JOB DESCRIPTION

PART TIME
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.


ONSITE FOR AT LEAST FIRST FEW WEEKS TO 1 MONTH, THEN CAN TALK HYBRID SCHEDULE

Will need to start on 7/30 and they would like someone to work 6 months

What is the reason/justification for this need?

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.

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. We would prefer for these hours to be a set schedule, the same hours each day, sometime between 10am ET and 6pm ET. Within those parameters, there is flexibility to set a schedule together that also aligns with the needs and preferences of the candidate.

Type of experience needed?	Excellent listening and communication skills that translate through email Ability to interpret customer needs, triage based on urgency, and route customers to the appropriate tool or resource 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
Number of years of experience needed?	1-2 Years
Minimum education requirement	Bachelors preferred or similar years of experience

Are there any specific tools the resource will need to know how to use?	Google Suite, Microsoft Suite
What is the ideal personality for someone in this role?	An independent worker with an ability to maintain the strictest confidentiality

Provide the TOP 3 "must have skills?

Exceptional organizational skills and attention to detail. Strong communication and interpersonal skills, with the ability to collaborate effectively with diverse teams. Resourcefulness and ability to problem-solve independently. Flexibility to adapt to changing priorities and responsibilities as needed.

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