Job Directory Specialist, Support & Training

Specialist, Support & Training
Washington, DC

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About

Job Description

Planned Parenthood Federation of America (PPFA) is the nation's leading women's health care provider, educator, and advocate, serving women, men, teens and families. For over 100 years, PPFA has done more than any other organization in the United States to improve women's health and safety, prevent unintended pregnancies, and advance the right and ability of individuals and families to make informed and responsible health care decisions.

Planned Parenthood Federation of America (PPFA) seeks a dynamic and effective Support and Training Specialist -- who sits on Planned Parenthood's Digital Fundraising & Supporter Engagement (DFSE) team -- helps affiliate and national users leverage PPFA's existing technology solution, EveryAction, to run their own digital fundraising and advocacy programs.The Specialist is responsible for providing friendly, prompt, and thorough technical support, strategic guidance, and best practices to Planned Parenthood EveryAction users through the help desk ticketing system, documentation, and regular virtual training sessions.

DUTIES AND RESPONSIBILITIES

* Provides prompt, thorough, and friendly support to affiliate and national EveryAction users. Provides guidance and assistance on topics including sending blast emails, creating online forms and pages, audience segmentation, reporting, and more. Escalates tickets internally and with external database support when necessary.
* Acts as lead dispatcher and first responder for the internal ticket management system used for support cases relating to PPFA's e-CRM, EveryAction.
* Maintains centralized training resources, including DFSE blog and Intranet site, documentation guides, and regular newsletter to affiliate users. Innovates on the best means of enforcing standards and maintaining positive relationship with users.
* Develops robust support and training procedures and processes on e-CRM use, best practices, and new features. Provides ongoing training and support via online support desk cases, written documentation, live and filmed webinars, and in-person meetings.
* Works with Associate Director, Technical Project Manager to make product development recommendations based on user needs.
* Works in tandem with Data Services Specialist to ensure users are provided with comprehensive support, training, and resources necessary to run local advocacy, fundraising, and organizing campaigns and programs.
* Participates in quality assurance testing for all outbound content and material.
* Completes special projects as assigned and required.

REQUIREMENTS / TECHNICAL EXPERTISE

* Bachelor's degree or 1-3 years experience in related field required.
* Experience with EveryAction, NGPVAN, Salesforce, or Blackbaud CRM a plus.
* Excellent written and verbal communication skills with attention to nuance and detail.
* Able to translate technical concepts to varying levels of user experience.

PERSONAL QUALITIES /OTHER ATTRIBUTES

* Goal and deadline-oriented.
* Adept at picking up new technologies; strong creative problem-solving skills.
* Comfortable presenting and speaking in front of people.
* Service-oriented background or experience in customer-facing position preferred

TRAVEL

* 0-25%
* LI-YD1

Planned Parenthood Federation of America is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. Planned Parenthood is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.

Planned Parenthood Federation of America participates in the E-Verify program.

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