User Support Specialist - Part-Time

User Support Specialist

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.

What you'll contribute:

• 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' submitted by 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)
• Additional duties may include copy-editing for newsletters, liaising across departments to update resources, sitting on committees, building reports or dashboards and more.

What you'll need:

• A degree or diploma in applied social sciences, communications or 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
• Bilingualism (english + french) preferred
• Preferred to possess an acceptable "vulnerable person sector criminal reference check" prior to starting employment.
• Nice to have: 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