Platform Support Lead

Full Time December 19, 2024

Position Summary:

The Platform Support Lead is responsible for overseeing and managing the support services for the Adventist Connect platform, serving churches, schools, and other Adventist organizations across the North American Division. They will interact with these users through various communication channels, including phone, email, chat and video. This role requires a detail-oriented, technically savvy individual with excellent communication skills who can effectively support users, manage a team of student workers, and create training materials to ensure the successful use of the Adventist Connect platform. This position offers an exciting opportunity to play a key role in supporting and enhancing the digital presence of Adventist churches, schools, and organizations through the Adventist Connect platform.

Location:

College Place, WA

Authority, Accountability:

Responsibility for support of the Adventist Connect platform in accordance with NAD policy and objectives. Work is performed independently and with limited supervision. There are specific guidelines to follow, but the work requires the ability to use discretion and independent judgement to carry out duties and meet deadlines. Responsible to the AIM Assistant Director for Adventist Connect.

Essential Job Function:

  • Support Management:
    • Lead and manage the support operations for Adventist Connect platform, providing high-quality service to churches, schools, and organizations.
    • Address technical issues, assist with site upgrades, and ensure that users receive timely and accurate support.
    • Oversee and manage a team of student support workers, including their training, task delegation, and performance evaluation.
  • User Support:
    • Provide direct support via phone, email, chat and video to assist users in resolving technical issues, answering queries, and guiding them through the use of the Adventist Connect platform.
    • Maintain a customer-first approach, ensuring that all interactions are handled professionally and efficiently.
    • Offer strategic guidance to churches and schools on how to layout and manage a successful online presence, leveraging the features of the Adventist Connect platform.
    • Act as an advocate for the Adventist Connect platform by effectively explaining its functionality and value to churches and schools.
  • Knowledge Management:
    • Develop, write, and maintain a comprehensive self-help knowledge base to empower users to troubleshoot and resolve issues independently.
    • Create video tutorials and other training materials to assist users in navigating and utilizing the platform effectively.
  • Training and Development:
    • Conduct regular webinars and one-on-one training sessions to educate users on platform features and best practices.
    • Stay up-to-date with new platform features and updates to provide users with the most current information and training.
    • Regularly inform the user base about upcoming or newly released platform updates, new features, and scheduled maintenance downtimes to ensure they are prepared and aware of any potential impacts on their operations.
  • Collaboration:
    • Work closely with the product development team to understand upcoming features and improvements, ensuring support materials and training are aligned.
    • Liaise with the product development team to communicate user feedback and advocate for platform enhancements that improve user experience.
    • Develop expertise in the Adventist Connect platform to provide informed and effective support, training, and advocacy for its use.
    • Perform other work-related duties as assigned by the supervisor.

Education/Experience/Credentials:

Bachelor’s (BA/BS) degree or equivalent experience. A background in Computer Science is preferred, but not required. Experience working in an educational setting, overseeing student workers, leadership experience. Experience in customer support, particularly in a technical environment, is preferred.

Knowledge and Skill:

Strong attention to detail and ability to manage multiple tasks effectively. Excellent verbal and written communication skills. Technical aptitude with the ability to understand, articulate, and troubleshoot complex issues. Proficiency in creating training materials, including written documentation and video tutorials. Ability to lead and manage a small team, including training and development of students. Familiarity with content management systems (CMS) and web technologies is a plus. A commitment to providing exceptional support and ensuring user satisfaction.

Knowledge and skill in appropriate methods of dealing with human behavior in various circumstances. Advanced command of language skills including proficiency in verbal and written communication.  Ability to perform administrative functions; develop long- and short-term plans and programs to effectively evaluate work accomplishments; establish and maintain effective relationships with internal/external personnel. The candidate should have strong people skills in providing advocacy for functions performed and to maintain high levels of communication, both oral and written, with subordinates, users, and superiors. Ability to delegate, supervise, and assist subordinates in personal and professional growth. 

Contacts, Organizational Relationships:

Connect with church leaders, outside organizations and lay persons. Must possess advanced interpersonal skills and project a professional Christian image. Establish and maintain effective relationships with internal/external personnel.

Must possess the ability to deal tactfully and effectively with AIM personnel, others within the North American Division, and AIM clients daily. Individual must remain calm under pressure and exhibit courtesy, diplomacy, and kindness always, in person, online, and on the telephone. Individual must exhibit ability to effectively handle confidential information/situations at all times and maintain high degree of loyalty and support for supervisor, AIM, and Seventh-day Adventist Church.

Compensation and Benefits:

This position pay scale is based on the North American Division pay scale for leadership positions. The yearly salary range is between $69,363.80 and $77,822.80 including the local cost of living adjustment.

As a full-time, exempt position, it is eligible for the following benefits:

  • Healthcare Insurance (Medical, Prescription Drug, Dental, Vision & Hearing)
  • Vacation
  • Sick Leave
  • Retirement Contributions and Employer Matching
  • Life Insurance
  • Tuition Assistance
  • Technology Allowance

Physical Requirements:

Essential responsibilities are performed in sedentary and comfortable manner. Tasks are usually performed under normal office conditions with little or no noticeable discomfort. Work area is well-lighted and ventilated.

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