Description:

Mission/Authority

This position provides division-wide training and technical support for YL Connect and facilitates feedback to continually improve systems, processes, and policies.

Responsibilities:

Support

• Partner and collaborate with support teams (Help Desk, Income processing, MAT, Camping, etc.) to equip local field operations for success.
• Assist in providing “comprehensive” operational, procedural, and policy support for multiple departments including but not exclusive to YL Connect, Human Resources, Camping Services, Ministry Sites, and Event Solutions.
• Gain expertise in YL Connect for area, regional and divisional roles.
• Perform administrative YL Connect duties (duplicates, SSF admin access, etc.).
• Provide timely and relational support related to YL Connect and additional operational systems:
• Chatter support
• Telephone support
• Email support
• Zoom support: ​ Remotely troubleshoot issues for staff in YL Connect. ​
• Other Channels as developed (e.g. live chat)
• Build a rapport amongst multiple-level field staff and department staff that creates an approachable environment for supporting operational needs. Maintain excellent customer relations.
• Assist in the creation of self-help tools for operational aspects of multiple departments (knowledge articles, FAQ updates, etc. on Staff Resources).
• As a team, maintain Staff Resources and any other digital tools to be updated, accurate, and consistent with current processes.
• Escalate complications to specific departments.
• Field Operations and Administration (Provides critical field advocacy)
• Web and Field Events Product Owners
• Camping Product Owners
• Income Processing
• Human Resources
• Financial Services
• Field Development
• Track and communicate problem-solving steps for a successful and satisfactory resolution. ​ ​
• Monitor and follow up on all open, unresolved support requests daily. This includes updating the tracking ticket accordingly and providing information updates to end-users.
• Special projects as assigned by supervisor.

Training

• Lead and participate in group and individual training sessions.
• Continually lead training effort for new staff with basic/foundational training.
• Partner with department staff and YL Connect Training Department to build and maintain the YL Connect WalkMe/Help menu and Staff Resources supporting documentation.
• Assist the YL Connect Training Department with implementing the YL Connect Training Model.
• Provide feedback for increasing the effectiveness of training.
• Contribute to building a YL Connect “Learning Library” with training modules for use by all YL Connect Stakeholders.

Feedback

• Synthesize feedback and suggest improvements to policies, processes and systems to simplify and decrease field operational strain.
• Function as an advocate for Field Staff requests and needs.
• Document, track and close out training and support requests.
• Provide field insight for product development including YL Connect.
• Identify and communicate product ideas and process requirements to improve operations.

Qualifications:

Education:

• Bachelor’s degree preferred.

Working Conditions:

• Primarily located in Colorado Springs, Colorado with occasional opportunities for remote work.
• This position has an anticipated hourly range of $17.49 - $21.89 per hour.
• Occasional travel for training events.
• Similar working hours as the division(s) supported. ​

Qualifications Required for the Job:

• Deep understanding of Young Life culture required.
• Young Life field staff experience highly recommended. (Leadership 1&2)
• Confident in learning new technologies and products quickly.
• Proficient in devising creative solutions to new and complex problems.
• Developed skills in training and providing support.
• Desire to learn, help others and serve as a resource.
• Able to quickly develop rapport and eager to build lasting relationships with Field Staff.
• Capable of juggling multiple responsibilities to ensure consistent communication and follow up with Field Staff.
• Established as a trusted advisor/expert resource.
• Communicates appropriate expectations and follows through accordingly.
• Comfort in dealing with uncertainty and confidently reassuring affected parties of resolution.

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.

• Benefits:
• ​Medical, dental and vision coverage (at no cost to you).
• Paid vacation and sick leave.
• 401(k) matching plan (up to four percent).​​
• Health club benefit.
• And more!

How To Apply:

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