​Essential Duties:

Field Support

• Provide comprehensive support – in English and Spanish – to Young Life staff across all enterprise systems, products, and processes.
• Track and follow up on all open cases until resolved. Collect and analyze trends of unresolved cases and provide information updates to staff and volunteers.
• Escalate any unresolved cases, that exceed the team’s collective capabilities, to Mission Services subject matter experts and product owners, and monitor to resolution.
• Demonstrate skills in communication, analysis, rapid problem-solving, and decision-making.
• Develop and promote communication channels, curriculum, and best practices for field support across Mission Services.
• Create and maintain self-serve tools, knowledge articles, FAQs, and training materials.
• Assist in the identification and/or implementation of new support tools and technologies.

Training and Feedback

• Proactively develop and deliver training to the Field, Camping, and other Mission Services staff to reduce emergent support loads, topics, or applications.
• Support operational training efforts by connecting users to content and learning opportunities, elevating emerging training needs, and providing feedback on the effectiveness of current offerings.
• Identify and partner with other departments to support training needs for in-person events when required.
• Collect, collate, analyze, and report staff and volunteer feedback to the appropriate business analysts.
• Provide recommendations for systems, product, and process improvements, to improve operations and decrease administration burden.

Job-Specific Working Condition​s

• Must live within Latin America or the Caribbean.
• Remote office environment.
• Possible, but limited, travel.
• Some personal fundraising required (determined in relationship with supervisor) ​

Note:​ This description is not intended, and should not be construed, to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with this job. It is intended to be an accurate reflection of the principal job elements essential for making compensation decisions.​

Qualifications:

Education

• Bachelor’s degree in information systems preferred.
• Salesforce experience preferred
• SharePoint experience preferred
• MS Office experience preferred.
• Google Suites experience preferred
• WorkDay experience preferred ​

Experience Required for the Job

• Spanish language fluency is required.
• Must represent Young Life professionally and courteously.
• Young Life field staff or volunteer experience preferred.
• Experience or demonstrated understanding of Young Life organizational cultures and operations.
• Demonstrated skills in technical support and/or customer success.
• Demonstrated ability and initiative to help and serve others.
• Demonstrated expertise operating within modern enterprise applications and technologies.
• Demonstrated superior written and verbal communication skills.
• Demonstrated mature interpersonal skills, including emotional intelligence.

How To Apply:

​Submit an online application, including resume and cover letter, via the button below.