Live Support Specialist

Live Support Specialist
Company: Lawrence Hall
Location: San Jose, California, United States
Employment Type: Full-Time
Salary: $18 - $35 USD per hour

Job Overview

Lawrence Hall, a leading non-profit human services organisation founded in 1865, is seeking a compassionate and dedicated Live Support Specialist to join our team. For over a century, we have been committed to helping children, youth, and families heal from the effects of trauma. This role is a fantastic opportunity to contribute to an organisation that empowers young people to build resilience, achieve stability, and thrive. The ideal candidate will be the first point of contact for our community, providing timely and empathetic support, and playing a vital part in the smooth delivery of our essential services.

Responsibilities

As a Live Support Specialist, you will be responsible for providing high-quality assistance and information to our clients, staff, and partners. Your key duties will include:
* Responding to inbound enquiries via telephone, email, and live chat in a professional and timely manner.
* Providing accurate information about our programmes and services, including foster care, mental health services, and special education.
* Assisting users with troubleshooting technical issues and navigating our systems.
* Maintaining a high level of confidentiality and sensitivity when handling personal and delicate information.
* Documenting all interactions and resolutions accurately in our support database.
* Escalating complex issues to the appropriate internal teams for resolution.
* Collaborating with team members to improve support processes and maintain a comprehensive knowledge base.

Qualifications

We are looking for an individual with a passion for helping others and the skills to provide outstanding support.
* Proven experience in a customer service, helpdesk, or support-oriented role.
* Exceptional verbal and written communication skills with a professional and empathetic demeanour.
* Strong problem-solving skills and the ability to think critically under pressure.
* Excellent organisational skills and a keen attention to detail.
* Proficiency in standard office software and a strong aptitude for learning new technologies.
* The ability to work both independently and as a collaborative member of a team.
* Experience within a non-profit or social services environment is highly desirable but not essential.

Benefits

At Lawrence Hall, we value our employees and are dedicated to their well-being. We offer a supportive work environment and the profound reward of making a tangible difference in the lives of children and families. A comprehensive benefits package is available to full-time employees, and further details will be provided during the interview process.