Help Desk Representative- Alumni Relations - eTeam Inc.
Providence, RI 02912
About the Job
PART-TIME
JOB DESCRIPTION:
The Alumni Relations Help Desk Representative will support our department s implementation of Client Connect+ 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
Will need to start on 7/30 and they would like someone to work 6 months
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.
JOB DESCRIPTION:
The Alumni Relations Help Desk Representative will support our department s implementation of Client Connect+ 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
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 Client Connect+ which is a new tech platform for alumni communication, community-building, and career connections. |
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. |
Source : eTeam Inc.