Product Specialist, Volunteer Digital Products
New York, NY

Job Description

About Us

We are seeking to hire a Volunteer Product Specialist to develop the Customer Support Strategy for our volunteer platforms. This role will work in conjunction with the Business Leads to provide training and resolutions in a time, efficient and ongoing manner to the users of these platforms.

This position could be a good fit for you if:

* You are experienced in creating user documentation, managing tickets & customizing solutions for customer facing tools in order to support critical business functions and meet project objectives, client requirements and company goals.
* You have experience supporting customer facing platforms and have exceptional customer service experience
* You have superior communication skills and prioritize follow-up communication.
* You are solution-oriented, with keen and creative sense for problem solving within a timely manner.

You Will

* Develops customer support strategy for platforms in collaboration with Business Leads and contributes to the creation and modification of overall support policy and procedures (i.e., Service Level Agreement).
* Lead trainer for end-users (including volunteers and council staff) and support staff both within GSUSA and at councils on platforms.
* Monitor support queue for tickets assigned and process first-in, first-out based on priority for at least two platforms.
* Collaborate with Business Leads on the creation and maintenance of all knowledge base articles and support resources (training videos, help documentation, etc.)
* Point person for providing support to Tier 1 helpdesk staff both at GSUSA and at councils; serves as Tier 2 escalation point for GSUSA.
* Assist Business Leads with facilitation of thought-partner meetings and logistics.
* Work on special projects to improve operating efficiency of platforms.
* Respond to the most complex application issues for customers: Identifies problems and coordinates appropriate corrective action with Business Leads, and/or Verify with the customer that the issue has been resolved and update the ticketing system.
* Oversee Salesforce social networking groups responding to the issues raised and escalating issues as appropriate.
* Create and maintain relevant reports to assist in escalation process.

You Need

* At least 2-3 years customer care/help desk support experience, experience in training staff and leading by example.
* A bachelor's degree (preferred) of equivalent relevant experience.
* Ability to communicate technical information to non-technical personnel.
* Background supporting educational platforms and services; experience working in school system, non-profit, and/or youth serving organizations is a plus.
* Thorough understanding of helpdesk operations, IT best practices, industry trends and customer service.
* Experience creating training materials and videos.
* Experience with SalesForce and AEM a plus.
* Experience supporting various online applications with complex data integrations.
* Excellent oral, written and telephone communication skills.
* Ability to build and maintain relationships with customers, peers and support partners.
* Strong grasp of customer system environments with associated business needs.
* Ability to work in a team environment, which may be local, global and virtual.

More about Girl Scouts of the USA:

Take the Lead Like a G.I.R.L!

When she's a Girl Scout, she's also a G.I.R.L. (Go-getter, Innovator, Risk-taker, Leader)™.

When you think Girl Scouts, you might think cookies, but there's so much more to it!

Girl Scouts are big thinkers, groundbreakers, and role models. Every day, Girl Scouts unleash the power of G.I.R.L. to make amazing things happen.

* We're the preeminent leadership development organization for girls.
* Girl Scouts offers every girl a chance to practice a lifetime of leadership, adventure, and success.
* Girl Scouts has always emphasized the importance of being civically engaged.
* We're introducing Girl Scouts of every age to science, technology, engineering, and math (STEM) to help them see how they can actually improve the world!
* Girl Scouts offers to high school girls the Girl Scout Gold Award which represents the most prestigious award in the world for girls-and the most difficult to earn-and it's only available to Girl Scouts.

Girl Scouts of the USA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.