Technical Support Lead

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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.