Community Support Associate

Position Overview

Pro Bono Net, a national nonprofit organization, seeks a Community Support Associate to support the effective 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 providing end user and community support for the LawHelp Interactive (www.lawhelpinteractive.org) platform and related civil justice technology innovations. LawHelp Interactive is a national online document assembly platform that allows people experiencing legal issues to prepare their own legal documents and court pleadings online for free. It is also used by nonprofit legal aid advocates, pro bono attorneys, and court systems seeking to help low income and vulnerable individuals resolve legal problems and achieve justice in areas such as eviction, child support, domestic violence and expungement of criminal records. Over time, this position will also assist with supporting related technology solutions Pro Bono Net is incubating to expand access to legal assistance and close the justice gap.  

This is a full-time position based in New York City with a generous benefit package, including 4 weeks of paid vacation. This is an excellent opportunity for candidates interested in supporting technology solutions with social impact, and in growing their skills in customer relationship management, product operations and community support. 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 our Help Desk and ticketing systems.
• Support product testing efforts and external communication about product releases.
• Assist with keeping relevant Help Center content and product documentation up-to-date.
• Assist in the implementation and management of new community support processes that foster a positive end user and community experience.
• 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 new tools and best practices.
• Maintain a thorough understanding of platform features, and keep up to date on new functionality and key partnerships.

Candidate Qualifications

• BA/BS or Associate?s Degree, or equivalent work experience 
• 1-2 years of experience in a customer-facing technology, training or program support role; previous experience in online customer relationship management or product support highly valued.
• A high level of comfort with technology and excellent problem-solving skills.
• Excellent written and verbal communication 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.
• Previous experience with ZenDesk, JIRA or similar systems a plus.
• A demonstrated interest in social justice or access to justice a plus.
• Ability to work occasional early evening hours to support code releases or to provide Help Desk coverage during partner events taking place on the West Coast.

Application Instructions

Please email resume, 2-3 professional references, and cover letter to jobs@probono.net with Community Support Associate in the subject heading. No calls or faxes please. Application deadline of June 22, 2018, 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.

Benefits

This is a full-time position based in New York City with a generous benefit package, including 4 weeks of paid vacation.