Location: Providence Rhode Island 02912 (Onsite for at least first few weeks to 1 month, then can talk hybrid schedule)

Part-Time position for 20 hours a week.

This could be done as four 5hr days, or as five 4hr days. We would prefer for these hours to be a set schedule, the same hours each day, sometime between 10am ET and 6pm ET. Within those parameters, there is flexibility to set a schedule together that also aligns with the needs and preferences of the candidate.

Pay Range: $25/hr.-$27.50/hr. The pay rate may differ depending on your skills, education, experience, and other qualifications.

Featured Benefits:

• Medical Insurance in compliance with the ACA
•  401(k)
• Sick leave in compliance with applicable state, federal, and local laws

JOB DESCRIPTION:

•  The Alumni Relations Help Desk Representative will support our department’s implementation of client which is a new tech platform for alumni communication, community-building, and career connections.
•  Leveraging a variety of tools, resources, guides and tutorials developed by AR, the Help Desk Representative (HDR) will interface directly with volunteer leaders who serve as community managers/ administrators (our “customers”) within the new platform.
• The HDR will receive questions via email (and occasionally by phone), assess the need, triage the urgency of that need, and respond accordingly, connecting customers to said resources as appropriate.
•  The HDR will collaborate with internal partners for inquiries that require a more customized response or more hands-on support, and may be asked to engage directly with the customer to provide that support (i.e. screen sharing to walk through a proposed solution, demonstrate platform use or features, etc.).
•  Training will be provided to the HDR to build familiarity with the platform, and a technical services team (both at and with the platform vendor) will be available for escalations.

Minimum Qualifications:

• We would like this person to work about 20 hours a week. This could be done as four 5hr days, or as five 4hr days. We would prefer for these hours to be a set schedule, the same hours each day, sometime between 10am ET and 6pm ET. Within those parameters, there is flexibility to set a schedule together that also aligns with the needs and preferences of the candidate.
• Excellent listening and communication skills that translate through email
•  Ability to interpret customer needs, triage based on urgency, and route customers to the appropriate tool or resource
• Experience working with social media and/or group communication technologies (i.e. Facebook Groups, LinkedIn Groups, MailChimp, Teams, Slack, etc.)
•  Ability to quickly learn new technologies and explain them to others clearly
• Patience in teaching and explaining concepts and practices to others
• Resourceful, positive and collaborative
•  Problem-solver who loves helping others figure out solutions
• Bachelors preferred or similar years of experience
• Exceptional organizational skills and attention to detail.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
•  Resourcefulness and ability to problem-solve independently.
•  Flexibility to adapt to changing priorities and responsibilities as needed.