Alumni Relations Help Desk Representative
: Job Details :

Title: Alumni Relations Help Desk RepresentativeLocation: Maddock Alumni Center 38 Brown Street Providence, RI 02912Duration: 6+ MonthShift: Part-time We would like this person to work about 20 hours a week. This could be done as four 5hr days, or as five 4hr days.Job DescriptionThe Alumni Relations Help Desk Representative will support our department's implementation of BrownConnect+ which is a new tech platform for alumni communication, community-building, and career connections.Leveraging a variety of tools, resources, guides and tutorials developed by AR, the Help Desk Representative (HDR) will interface directly with volunteer leaders who serve as community managers/ administrators (our customers ) within the new platform.The HDR will receive questions via email (and occasionally by phone), assess the need, triage the urgency of that need, and respond accordingly, connecting customers to said resources as appropriate.The HDR will collaborate with internal partners for inquiries that require a more customized response or more hands-on support, and may be asked to engage directly with the customer to provide that support (i.e. screensharing to walk through a proposed solution, demonstrate platform use or features, etc.).Training will be provided to the HDR to build familiarity with the platform, and a technical services team (both at Brown and with the platform vendor) will be available for escalations.