Believe in Me
TECHNICAL SUPPORT LEAD
VOLUNTEER JOB DESCRIPTION
Position Overview
Believe in Me is seeking a Volunteer Technical Support Lead to oversee the technical support operations for the 1st Gen College Hub app. This pivotal role involves managing a team of Application Support Specialists and collaborating closely with the development, QA, and user experience teams to ensure a seamless, efficient, and secure user experience for first-generation college students utilizing our platform. The platform aims to provide comprehensive support through personalized guidance, college search tools, financial aid information, mentorship programs, and more. Key Responsibilities
Lead the Technical Support Team:
Manage and mentor a team of volunteer Application Support Specialists, ensuring they are effectively resolving user queries and issues. Collaborate Across Teams:
Work closely with the app development, QA, and content teams to understand upcoming features, known issues, and potential support needs. Develop Support Strategies:
Create and implement strategies to enhance the user support experience, reduce response times, and improve resolution efficiency. Troubleshoot and Resolve Issues:
Act as the senior technical expert within the support team, assisting with the diagnosis and resolution of complex technical issues. Enhance User Documentation:
Oversee the creation and maintenance of user guides, FAQs, and support documentation to help users self-serve common issues and questions. Feedback Loop Management:
Establish a system for collecting, analyzing, and incorporating user feedback into future development cycles to enhance app functionality and user experience. Security and Data Privacy:
Ensure that all user support activities adhere to web security practices and data protection policies to safeguard user data and privacy. Qualifications
Experience: Proven background in technical support, IT, or a similar role, preferably with experience leading a team. Familiarity with web and mobile application support is a plus. Technical Skills: Strong understanding of web technologies, database systems (e.g., MongoDB), and secure data handling practices. Knowledge of front-end and server-side languages and frameworks is beneficial. Problem-solving: Excellent problem-solving skills and the ability to troubleshoot complex technical issues efficiently. Communication: Exceptional communication abilities to articulate technical concepts clearly to both technical and non-technical stakeholders. Team Management: Experience in managing or mentoring a team, with strong leadership and organizational skills. Commitment to Mission: A genuine commitment to the mission of supporting first-generation college students and enhancing their chances of success through technology. Why Volunteer With Us?
Make a tangible impact on the lives of first-generation college students, providing essential support and resources to help them succeed. Collaborate with a team of equally passionate individuals about education, technology, and making a difference. Enhance your portfolio and gain experience by leading a significant, impactful project. Enjoy flexible volunteering hours, accommodating volunteers from various time zones in a fully remote position. Location
This is a remote volunteering position with flexible hours to accommodate volunteers from various time zones. How to Apply
Interested candidates are invited to submit their resume at https://believeinme.org/donate-your-expertise. Please include details of your experience related to the abovementioned qualifications and share your motivation for volunteering with 1st Gen College Hub. Join us in our mission to empower first-generation college students by leveraging your expertise and passion for technology and education. Together, we can create a platform that supports students through their college journey and inspires them to believe in their potential. Watch our video to learn more: Believe in Me - Brand Video
Believe in Me is seeking a Volunteer Technical Support Lead to oversee the technical support operations for the 1st Gen College Hub app. This pivotal role involves managing a team of Application Support Specialists and collaborating closely with the development, QA, and user experience teams to ensure a seamless, efficient, and secure user experience for first-generation college students utilizing our platform. The platform aims to provide comprehensive support through personalized guidance, college search tools, financial aid information, mentorship programs, and more. Key Responsibilities
Lead the Technical Support Team:
Manage and mentor a team of volunteer Application Support Specialists, ensuring they are effectively resolving user queries and issues. Collaborate Across Teams:
Work closely with the app development, QA, and content teams to understand upcoming features, known issues, and potential support needs. Develop Support Strategies:
Create and implement strategies to enhance the user support experience, reduce response times, and improve resolution efficiency. Troubleshoot and Resolve Issues:
Act as the senior technical expert within the support team, assisting with the diagnosis and resolution of complex technical issues. Enhance User Documentation:
Oversee the creation and maintenance of user guides, FAQs, and support documentation to help users self-serve common issues and questions. Feedback Loop Management:
Establish a system for collecting, analyzing, and incorporating user feedback into future development cycles to enhance app functionality and user experience. Security and Data Privacy:
Ensure that all user support activities adhere to web security practices and data protection policies to safeguard user data and privacy. Qualifications
Experience: Proven background in technical support, IT, or a similar role, preferably with experience leading a team. Familiarity with web and mobile application support is a plus. Technical Skills: Strong understanding of web technologies, database systems (e.g., MongoDB), and secure data handling practices. Knowledge of front-end and server-side languages and frameworks is beneficial. Problem-solving: Excellent problem-solving skills and the ability to troubleshoot complex technical issues efficiently. Communication: Exceptional communication abilities to articulate technical concepts clearly to both technical and non-technical stakeholders. Team Management: Experience in managing or mentoring a team, with strong leadership and organizational skills. Commitment to Mission: A genuine commitment to the mission of supporting first-generation college students and enhancing their chances of success through technology. Why Volunteer With Us?
Make a tangible impact on the lives of first-generation college students, providing essential support and resources to help them succeed. Collaborate with a team of equally passionate individuals about education, technology, and making a difference. Enhance your portfolio and gain experience by leading a significant, impactful project. Enjoy flexible volunteering hours, accommodating volunteers from various time zones in a fully remote position. Location
This is a remote volunteering position with flexible hours to accommodate volunteers from various time zones. How to Apply
Interested candidates are invited to submit their resume at https://believeinme.org/donate-your-expertise. Please include details of your experience related to the abovementioned qualifications and share your motivation for volunteering with 1st Gen College Hub. Join us in our mission to empower first-generation college students by leveraging your expertise and passion for technology and education. Together, we can create a platform that supports students through their college journey and inspires them to believe in their potential. Watch our video to learn more: Believe in Me - Brand Video