User Support Specialist - Part-Time

Kids Help Phone•Vancouver, BC

4d•Remote

About The Position

The User Support Specialist is responsible for providing general user and technical support for our texting department, including inquiries from internal (i.e., staff and volunteers) and external stakeholders (i.e., service users and the general public), and providing general technical and administrative support to the Texting Community team.

Requirements

A degree or diploma in applied social sciences,communicationsor any relevant field
One (1) year of experience in customer service or technical support with strong troubleshooting, written communication, and problem diagnosis skills.
Familiarity with CRM and volunteer management applications such as Salesforce, Okta, and Better Impact

Nice To Haves

Organizational and administrative skills
Excellent communication skills and facilitation
Demonstrated excellent interpersonal skills and the ability to work collaboratively with all members of the team
Demonstrated commitment to best practice and quality improvement
Commitment to the vision and goals of the organization
Excellent data literacy skills

Responsibilities

Support technical and administrative aspects of the Crisis Responder recruitment pipeline (admissions, training, post-graduation processes, criminal background checks, exiting processes) across several tech platforms (Salesforce, Zendesk, etc.)
Monitor and respond to requests received through the texting services helpdesk.
Manage incoming ‘bug reports’ and ‘feature requests’submittedby texting staff and volunteers
Set up triggers to triage high-urgency confidential tickets to relevant service leaders (i.e., Coach/Supervisor feedback, misconduct, or complaints)
Additionalduties may include copy-editing for newsletters, liaising across departments to update resources, sitting on committees, building reports or dashboards and more.

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