Senior Technology Support Associate

Summary

Join The Trevor Project as a Senior Technology Support Associate and be part of a 24/7 team providing world-class platform monitoring and Tier II technical support. This remote role, based in the continental US, Alaska, or Hawaii, involves supporting escalated requests, resolving issues, and escalating to appropriate personnel when needed. You will collaborate with junior team members, providing training and working with other technology team members on innovative projects to enhance user experience. The position offers a competitive salary range of $83,000-$120,000 annually and excellent benefits. This is a full-time, exempt position with union representation.

Requirements

• 3 or more years of combined education, work, and/or certification experience with demonstrated expertise in Customer Service, Technical Support, or macOS Devices
• Proficiency in: Technical problem solving
• MacOS
• IPhone
• Customer Service
• Teamwork
• Written and verbal communication
• Training
• Technical Documentation
• Proficiency in spoken and written English
• Ability to prioritize tasks, work independently, and work on multiple requests at once
• Excellent customer service and communications skills

Responsibilities

• Provide Tier II and Tier III technical support to staff, volunteers, and users of our services
• Lend to institutional knowledge and documentation by drafting knowledge articles for new and resolved issues
• Identify and submit to leadership opportunities to improve support efficiency and reduce the need for ticket submission by using automation, updating processes, modifying policies, or other similar actions
• Support and help train associates during the deployment of new technologies or features
• Support associates in preliminary diagnosis and triaging for a range of technical incidents
• Execute the complete problem-solving process, from isolation to resolution and root-cause analysis
• Participate in on-call rotation after normal business hours when necessary
• Compile and create user-education materials during the deployment of new technologies or features
• Communicate with team and cross-functional stakeholders during incidents, making sure any issues get escalated to the appropriate team member promptly
• Complete individual tasks as a part of larger technology projects and initiative
• Demonstrate fair, ethical, and equitable business practices
• Learn eagerly, share knowledge appropriately, and improve continuously
• Demonstrate successful planning and problem-solving skills, including multitasking and working well within tight timelines
• Work, communicate, and collaborate effectively with others
• Demonstrate attention to detail and accuracy in all work
• Demonstrate a commitment to fostering and maintaining an environment of inclusion and belonging
• Other relevant duties and responsibilities as assigned

Benefits

• Comprehensive health insurance, including plan coverage for various gender affirmation care (and we pay 100% of your employee contribution premiums for medical, dental, vision, AND basic life insurance)
• 403(b) retirement plan with 3% match
• Generous vacation and 13 paid holidays (one of our holidays is Harvey Milk Day!) plus two floating holidays and three half-day Fridays during the summer
• Employee Assistance Program to help with confidential emotional support, work-life solutions, financial solutions, legal assistance, or online support
• In-network mental health office and virtual visits are covered at 100%, and out-of-network visits are covered at an enhanced level
• Remote work from the continental US, Alaska, or Hawaii (we provide the technology, a monthly internet reimbursement, and reimbursement to outfit your work-from-home space!)
• Professional and Learning Development Trainings/Education: including a professional subscription to LinkedIn Learning, providing access to more than 13,000 high-quality on-demand courses
• Online Subscription to Headspace, a digital mindfulness and meditation platform