Field Support Specialist I

Young Life•Colorado Springs, CO

7d•$19 - $24•Remote

About The Position

This position provides comprehensive, mission-wide support to all Young Life staff across enterprise systems, products, and processes, with the expressed purpose to identify, examine, and resolve impediments to operational efficiency. As a member of the Connections (i.e., Help Desk) Team, we promise to be honest and open in our findings and to work with our colleagues to resolve issues as rapidly and completely as we are able.

Requirements

Must represent Young Life in a professional and courteous manner.
Experience or demonstrated understanding of Young Life organizational cultures and operations.
Demonstrated skills in technical support and/or customer success.
Demonstrated ability and initiative to help and serve others.
Demonstrated expertise operating within modern enterprise applications and technologies.
Demonstrated superior written and verbal communication skills.
Demonstrated mature interpersonal skills, including emotional intelligence.
Bachelor’s degree in information systems preferred.

Nice To Haves

Young Life field staff or volunteer experience preferred.
Spanish language fluency preferred.
Salesforce certifications preferred.
SharePoint certification preferred.
MS Office certification preferred.

Responsibilities

Provide comprehensive support to Young Life staff across all enterprise systems, products, and processes.
Track and follow-up on all open cases until resolved.
Collect and analyze trends of unresolved cases and provide information updates to staff and volunteers.
Escalate any unresolved cases, which exceed the team’s collective capabilities, to Mission Services subject matter experts and product owners, and monitor to resolution.
Demonstrate skills in communication, analysis, rapid problem-solving, and decision-making.
Develop and promote communication channels, curriculum, and best practices for field support across Mission Services.
Create and maintain self-serve tools, knowledge articles, FAQs, and training materials.
Assist in the identification and/or implementation new support tools and technologies.
Proactively develop and deliver training to the Field, Camping, and other Mission Services staff to reduce emergent support loads, topics, or applications.
Support operational training efforts by connecting users to content and learning opportunities, elevating emerging training needs, and providing feedback on effectiveness of current offerings.
Identify and partner with other departments to support training needs for in-person events when required.
Collect, collate, analyze, and report staff and volunteer feedback to the appropriate business analysts.
Provide recommendations for systems, product, and process improvements, to improve operations and decrease administration burden.