This position is responsible for serving as the super user for Volunteer technology advising on user experience for both internal and external functions of the various systems used by the Volunteer Operations and Experience team. Understanding of systems support and customer service and has practical knowledge around volunteer engagement. Understands and coordinates needs for the various volunteer technology solutions for all opportunities for the organization and their dependencies on the business. Solution oriented and requires a strong focus on communication and customer service. Supports the training and support of users, while logging functionality enhancements and user feedback to recommend improvements to the various systems. Help to define and update integrated data points to the organizations database of record. Serves as point for sharing knowledge and feedback of the various systems used by Volunteer Operations and Experience and Development teams.
ESSENTIAL JOB FUNCTIONS:
1. Identifies volunteer opportunity requirements by interviewing business owners; analyzing department needs, structure, and operations; evaluating existing systems functionality.
2. Recommends functional capabilities, based on business needs, requirements, reporting and training.
3. Assist in maintaining system performance by logging functionality enhancements and recording user feedback
4. Supports user training; providing information; resolving problems.
5. Supports users by handling technology system requests and questions.
6. Maintains quality service by establishing and facilitating enforcement of organization standards within the technology.
7. Works in partnership with ITS to integrate data points from the volunteer technologies into the database of record.
8. Works and communicates effectively and professionally in a team environment, negotiates priorities and timelines diplomatically, and maintains composure and production quality under tight deadlines. Initiates work and follows through on projects with minimal direction and/or in ambiguous situations.
9. Works collaboratively with all stakeholders to inform product roadmaps for volunteer technology. Partners with the internal stakeholders and IT to optimize volunteer technology to improve user experience.
Job Requirements:
• Knowledge of system support with strong customer service
• Proven success as a member of a matrixed, cross functional team
• Able to work equally well with people in business, creative and technical positions
• Strong communication skills and conveyance of information
• Ability to deal with ambiguity and change within a fast-paced environment
• Ability to effectively interact with all levels of management
• Ability to provide solid customer service and exercise diplomacy
• Strong organizational and time management skills with the ability to handle multiple tasks
• Problem solving skills
• Experience in customer service required
• Proficient in Microsoft Office products
• Bachelor’s degree and at least 2 years of experience working in a digital environment, and at least 2 years of sales, customer service, and/or call center experience
• Experience with a volunteer management system is a plus.
ALSAC is an equal employment opportunity employer.
ALSAC does not discriminate against any individual with regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, transgender status, disability, veteran status, genetic information or other protected status.
No Search Firms:
ALSAC does not accept unsolicited assistance from search firms for employment opportunities. All resumes submitted by search firms to any ALSAC employee or ALSAC representative via email, the internet or in any form and/or method without being contacted and approved by our Employee Experience team and without a valid written search agreement in place will result in no fee being paid if a referred candidate is hired by ALSAC.
Letuelezioni
Teikametrics
Abstrabit Technologies
Filta.
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