User Support Specialist

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User Support Specialist

VOLUNTEER JOB DESCRIPTION

Position Overview

At Believe in Me, we envision a future where every child has the self-confidence they need to succeed. We are a dedicated team, funding and supporting children's charities that provide marginalized kids with a safe place to call home, a loving family, a sense of community, and ample opportunities to learn, grow, self-esteem, and experience joy. We are currently developing the 1st Gen College Hub app, aimed at empowering first-generation college students with comprehensive resources, personalized guidance, and a supportive community.

Role Summary:

As a Volunteer User Support Specialist, you'll be the frontline in ensuring our app users receive timely, empathetic, and effective assistance. Your role is pivotal in enhancing user experience and satisfaction, contributing directly to the app's mission of empowering first-generation college students.

Key Responsibilities

• User Support: Respond to user inquiries and issues via our support channels, including email, chat, and forums, ensuring timely and accurate assistance.
• Feedback Collection: Actively gather and document user feedback on app functionalities, usability, and content, channeling this information to relevant teams for improvements.
• Resource Guidance: Help users navigate the app and make the most of its resources, guiding them through features, content, and community engagement opportunities.
• Problem-Solving: Troubleshoot common user challenges, providing clear and concise solutions, and escalate complex issues to the technical team when necessary.
• Community Engagement: Participate in community forums and discussions, fostering a positive and supportive environment for all users.
• Documentation: Maintain thorough records of user interactions, identified issues, and resolutions to help refine support processes and enhance the app's FAQ resources.

Qualifications

• Excellent communication and interpersonal skills, with an ability to empathize with users.
• Strong problem-solving abilities and a patient, solution-oriented approach to support.
• Proficiency in using digital communication tools and platforms.
• Ability to work independently and as part of a remote team.
• Experience in customer service or support roles is highly desirable.
• Familiarity with the challenges faced by first-generation college students is a plus.

Why Volunteer With Us?

• Proven experience in application security or a related field, with a strong understanding of security protocols, cryptography, and vulnerability management.
• Familiarity with security assessment tools and methodologies, including penetration testing and security auditing.
• Knowledge of web and mobile application development and the associated security risks and mitigation strategies.
• Excellent problem-solving skills, with the ability to think critically and act swiftly in response to security incidents.
• Strong communication skills, capable of working collaboratively with a remote, volunteer-based team.
• A passion for cybersecurity and a commitment to using your skills to make a positive impact in the community.

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.