What are the responsibilities and job description for the Alumni Relations Help Desk Representative position at HonorVet Technologies?
Title : Alumni Relations Help Desk Representative
Location : Maddock Alumni Center 38 Brown Street Providence, RI 02912
Duration : 6 Month
Shift : Part-time 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.
Job Description
- The Alumni Relations Help Desk Representative will support our department's implementation of BrownConnect 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. screensharing 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 Brown and with the platform vendor) will be available for escalations.
