Online Training and Support Specialist

POSITION DESCRIPTION
The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands and work environment conditions. Position descriptions are reviewed and revised to meet ALF’s changing needs, at the sole discretion of management.

TITLE
Online Training and Support Specialist

LOCATION
Denver, CO

DATE PREPARED
May 28, 2010

GRADE

REPORTS TO
Online & Creative Manager

STATUS
Exempt

PRIMARY FUNCTION/PURPOSE
The individual will be responsible for providing internal customer support and training for Convio online tools. The individual will work under the direction of the Online & Creative Manager to ensure the success of the Foundation’s online fundraising and marketing programs.

This is a newly created position justified by our ever-growing online presence and increased user support/training needs. This, coupled with our commitment to invest in our online presence, demands that we enable this position to grow with the Foundation and its use of emerging technologies.

DUTIES AND RESPONSIBILITIES
Provide ongoing maintenance, support and training for a variety of Convio projects including, but not limited to the following:

• Monitor internal Convio support tickets and provide customer support for ALF staff.
• Assist with the development of training curriculum based on support trends.
• Conduct regular Convio webinars and trainings for ALF staff.
• Provide reporting, tracking and data management as needed.
• Performs other duties as required to meet the needs of the American Liver Foundation.

POSITION REQUIREMENTS

Qualified candidates will have a proven track record of supporting online fund raising, online marketing and/or eCommunity. Also desired is experience planning and executing training sessions, gathering and analyzing online data and trends, and creating technical documentation and end-user support materials.

• Bachelor’s Degree (or equivalent) required.
• Proficiency with Convio required, including TeamRaiser. Will be expected to master CMS and other modules.
• Knowledge of basic HTML and ability to code with the use of WYSIWYG editor.
• Minimum 2 years of customer service experience. Must be able to provide excellent customer service to internal stakeholders.
• Strong presentation skills, both oral and written, are required.
• Exemplary attention to detail and ability to manage multiple activities necessary. Strong organizational skills and creativity required.
• Strong initiative and follow-through, demonstrated ability to solve problems, ability to meet tight deadlines and manage resources effectively.
• Solid understanding of Internet tools, processes and techniques for fund raising, advocacy campaigns, list building and social networking.
• Ability to write for an online audience.
• Good verbal, written and interpersonal communications skills.
• Proficiency with Microsoft Office tools.
• Basic Photoshop and JavaScript skills not required, but preferred.

WORK ENVIRONMENT

• Primary work schedule will take place Monday-Friday during regular business hours. Must be willing to work a flexible schedule, including nights and weekends.
• Location is flexible

APPLICATION PROCEDURES

Application Deadline: July 23, 2010.

To apply: Submit the following materials all in one (1) document to hr@liverfoundation.org, with Training & Support Specialist in the Subject Line.

• Resume
• Cover Letter
• Salary Requirements
• 3 Professional References

Page updated: August 30th, 2010