Technical Support Associate I

American Red Cross

3d • Remote

About The Position

Joining the American Red Cross is like nothing else. You become a vital part of the world’s largest humanitarian network. Joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped, communities made whole. When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. As you dedicate yourself to caring for others, you are embraced with generous compensation and benefits, and you become part of a community that cherishes and values you both professionally and personally. Where Your Career is a Force for Good! Job Summary Monitor call center technology, provide support to resolve issues and keep relevant teams up to date to improve the quality and effectiveness of the service of outbound telerecruitment efforts. Provide support, development and/or leadership guidance to all volunteers. Perform all duties and responsibilities in compliance with standard operating procedures and other applicable Federal, State and local regulations.

Requirements

• Prior call center experience, ideally with both inbound and outbound dialer operations
• Hands-on experience with Avaya or comparable contact center platforms (Genesys, Five9, NICE CXone, etc.) — equivalent systems experience is welcome
• Familiarity with workforce management tools and scheduling software

Responsibilities

• Serve as the primary closer for Telephony systems, ensuring all platforms are properly shut down at end of day
• Provide real-time technical and scheduling support to inbound and outbound contact center operations during your shift
• Multi-task across multiple systems, queues, and requests — switching gears quickly is part of the job, not a side effect of it
• Communicate clearly and professionally with team members across time zones in a fully remote environment
• Operate independently during the close window, exercising sound judgment and escalating only when truly needed

Benefits

• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 15 days a year; based on type of job and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with up to 6% match
• Paid Family Leave
• Employee Assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed