Yale University offers exciting opportunities for achievement and growth in New Haven, Connecticut. Conveniently located between Boston and New York, New Haven is the creative capital of Connecticut with cultural resources that include three major museums, a critically-acclaimed repertory theater, state-of-the-art concert hall, and world-renowned schools of Architecture, Art, Drama, and Music.
The Yale Alumni Association (YAA) is responsible for university-wide alumni relations programs and for organizing and supporting events, programs, initiatives, and other opportunities to strengthen alumni relationships with Yale. Reporting to the Deputy Executive Director and working closely with the Online Services Analysts, the Support Technician will provide phone and email support for alumni and other affiliates who use YAA’s online services.
Provide tier one customer support and functional assistance for alumni online services provided by YAA. Responsible for technical problem identification to determine if user’s needs are related to a YAA platform, e.g. the online directory, branded Yale alumni email (YaleMail), library resources, chapter management tools. Monitor phone and email inquiries and respond with appropriate support information and troubleshooting until user’s needs have been met or have been escalated within YAA or to other Yale departments as needed.
Validate new account requests, in compliance with policies that govern alumni access to university systems. Provide clear communications regarding access policy information and sign-in requirements for various systems.
Escalate suspicious or complex cases to Gift and Records Services in the Office of Development and collaborate on resolution.
Contribute to maintenance of knowledge database of customer support documentation and response templates. Track all customer support inquiries and, working with YAA’s Data Strategy Manager and Online Services Analysts, provide periodic reports to management on volume, topics, and related statistics.
Serve as backup resource for YAA administration, including departmental phone line coverage.
The following Essential Duties are generic in nature; applicants will find the information in this Position Focus to be most relevant to the position.
Required Education and Experience:
Six years of related experience, four of them in the same job family at the next lower level, and a high school level education; or four years related experience and an Associate's degree; or little or no work experience and a Bachelor degree in a related field; or an equivalent combination of experience and education.
Demonstrated ability to provide excellent customer service/help desk support via phone, email, and in person. Ability to explain technology platforms to users at all experience levels, including those who are hesitant with technology.
Excellent interpersonal skills, including patience. Appreciation and respect for diversity and ability to communicate with diverse audiences (age, gender, race/ethnicity, profession, geography, etc.). Ability to maintain confidentiality.
Strong oral and written communications skills, ensuring that communications are thorough, helpful and reinforce YAA’s mission.
Demonstrated ability to prioritize work, juggle competing priorities, and meet deadlines with excellent attention to detail. Ability to initiate and complete tasks with minimal supervision and to be accountable for results.
Advanced proficiency with Excel and email. Ability to master new IT tools, resources and databases.
Preferred Education and Experience: Familiarity with Yale’s alumni database (Hopper) or similar CRM data systems. Experience with Adobe Create Cloud and web CMS (such as Drupal). Knowledge of the University’s organization as well as YAA’s primary alumni relations programs.
Application: For more information and immediate consideration, please apply online at http://bit.ly/YaleCareers-60039BR. Please be sure to reference this website when applying for this position.
We invite you to discover the excitement, diversity, rewards and excellence of a career at Yale University. One of the country's great workplaces, Yale University offers exciting opportunities for meaningful accomplishment and true growth. Our benefits package is among the best anywhere, with a wide variety of insurance choices, liberal paid time off, fantastic family and educational benefits, a variety of retirement benefits, extensive recreational facilities, and much more.
Yale University considers applicants for employment without regard to, and does not discriminate on the basis of an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression.
Yale University is an American private Ivy League research university located in New Haven, Connecticut. Founded in 1701 in the Colony of Connecticut, the university is the third-oldest institution of higher education in the United States.