Responsibilities:

• Learn the system to communicate and demonstrate the benefits of client data collection to our partners and member programs.
• Conduct check ins of roll-out plans with new users
• Track progress of organizations and individuals in the orientation and training process.
• Set up new organizations and users in the system.
• Provide technical and process support to partners in a friendly, timely manner in person, on the phone, or virtually.
• Visit partners in person or virtually to observe and troubleshoot implementation and progress with system
• Ensure that partners understand compliance rules and are using provided materials and postings
• Solicit partner feedback to aid in creation of best practices documents.
• Coordinate any needs for equipment and supplies for internal program roll-out.
• Conduct reoccurring trainings of new users. Document the trainings and check-in on rollout plans for individual partner agencies/member programs.
• Co-host webinars to educate users on features of the system and techniques for data collection.
• Assist with written communications and instructional videos for the rollout of any system updates and program enhancements.
• Assist with creating training materials and communication tools.
• Troubleshoot data inconsistencies including duplicates, typos and overuse of anonymous visits – work to address these issues at both the partner and network level.
• Assist with data entry and data integrity.

Requirements:

• High school diploma or equivalent required; Associate’s or Bachelor’s degree a plus
• Minimum 2 years’ experience in a customer service role
• Must have excellent organizational, time management and analytical skills
• Outstanding interpersonal skills, excellent verbal and written communication skills, and demonstrated experience in building work teams are required.
• 2-4 years of experience with use of computer and tablet technology, navigating the internet, and use of Microsoft Office Suite programs
• Database/Software maintenance and/or training experience preferred
• Non-profit experience preferred
• Extensive experience using Microsoft Office Suite; knowledge of using a data collection system
• Experience using collaborative tools for file storage and sharing, meeting scheduling, and virtual collaboration
• Must have valid driver’s license