Community Support Associate
Position Overview
Pro Bono Net, a national nonprofit organization, seeks a Community Support Associate to support the rollout, adoption and use of web-based tools that increase access to justice for low-income individuals and increase the impact of nonprofit legal and community-based organizations. This position will play a key role in supporting and maintaining strong relationships with Pro Bono Net's growing network of partners and users. This is a full-time position based in New York City with excellent benefits, including 4 weeks of paid vacation. To learn more about Pro Bono Net's programs and partners, visit http://www.probono.net/about/item.Mission.
Key Responsibilities
- Analyze and respond to technical inquiries from partner organizations and questions from public users.
- Work with program and technology teams to track and resolve issues through Help Desk and ticketing systems.
- Assist in the implementation and management of community support systems and processes.
- Maintain and develop new community support content, FAQs and user guides.
- Analyze and monitor key metrics to help guide improvements to product and support offerings.
- Proactively support partners and users by watching for trends, as well as understanding and advocating for user needs.
- Assist with trainings and demonstrations to build partner capacity to effectively adopt tools and best practices.
- Support product testing efforts and external communication about product releases.
- Respond to community listserv questions where appropriate to add value and foster a positive community experience.
- Maintain a thorough understanding of platform features and configuration options, and keep up to date on new functionality.
Candidate Qualifications
- Undergraduate degree required.
- 1-2 years of experience in a customer-facing technology, training or program support role.
- A high level of comfort with technology and excellent problem-solving skills.
- Excellent communication and writing skills, including the ability to work with individuals with a range of technological expertise in an effective and empathetic manner.
- Detail-oriented and highly organized, with ability to multitask, establish priorities and track projects.
- Strong self-motivation, with ability to thrive and be resourceful in a dynamic environment with new challenges to solve.
- Ability to work well with others and collaborate on team projects involving on-site and remote collaborators.
- Proficiency in or ability to learn a range of web-based tools such as HTML, content management systems, multimedia production and collaboration tools. Previous experience with ZenDesk or similar systems a plus.
Application Instructions
Email resume, three references, and cover letter to jobs@probono.net with Community Support Associate in the subject heading. No calls or faxes please. Application deadline of April 22, 2016, but applications will be considered on a rolling basis.
Pro Bono Net is an equal opportunity employer and all interested individuals are encouraged to apply. Personnel are chosen on the basis of ability without regard to race, color, religion, sex, national origin, disability, marital status, or sexual orientation.
