Application Support

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YMCA of the USA
Chicago Ridge, IL, USA
Full-time

This position performs customer service support to supplement self-service tools and resources being made available to YMCAs.

The Application Support position provides telephonic, e-mail and web-based support to YMCA customers who include: staff, students and volunteers on YUSA’s self-service applications, resources and tools. The support consists of technical support through: troubleshooting, problem resolution, education and customer service.

Areas of Responsibility: 
  • Provides telephonic, e-mail and web-based support to customers (students/staff/volunteers) requiring technical assistance related to web-based self-service applications, resources or tools
  • Troubleshoots, performs problem resolution and documents support and/or resolution of inquiries regarding YUSA applications/tools/resources
  • Learns and stays abreast of changes related to applications, resources and tools as they are added or changed
  • Serves as a resource to the Movement by educating users on on-line tools and resources
  • Communicates and/or escalates all unresolved and trended issues to the appropriate support levels
  • Performs follow-up on cases and/or tickets to ensure resolution when applicable
  • Answers general customer service calls
Educational Background: 
Associate’s Degree or equivalent experience is required
Skills/Experience: 
  • Minimum 2-3 years of customer service experience is required
  • YMCA or Y-USA experience is preferred
  • Intermediate computer and Microsoft Office skills (Word, Outlook, Excel, Internet) are required
  • Strong verbal, written and interpersonal communication skills are required
  • Experience with a customer relationship management software such as SalesForce is preferred
  • Ability to problem solve and provide support for applications is required
  • Ability to learn and stay abreast of technology changes is required
  • Must possess troubleshooting and resolution skills
  • Ability to prioritize and multi-task is required
  • Must possess attention to detail
  • Requires a commitment to the YMCA character development values of caring, honesty, respect and responsibility
How to Apply: 

https://www.ymca.net/career-opportunities/details/40316

Job Function: 
Technology / Data Management

Organization Info

YMCA of the USA

Overview
Headquarters: 
Chicago, IL, United States
Website: 
ymca.org
Annual Budget : 
$100-500M
Founded: 
1983
About Us
Areas of Focus: 
Community Service / Capacity Building / Volunteerism
Youth / Children
Recreation / Sports
Mission: 

The YMCA mission is: To put Christian principles into practice through programs that build healthy spirit, mind and body for all. YMCA of the USA (Y-USA) is the national resource office for the Y, one of the nation's leading nonprofits strengthening communities through youth development, healthy living and social responsibility. Across the U.S., 2,700 Ys engage 22 million men, women and children – of all ages, incomes and backgrounds – to nurture the potential of children and teens, improve the nation's health and well-being and provide opportunities to give back and support neighbors. Anchored in more than 10,000 communities, the Y has the longstanding relationships and physical presence needed not just to promise, but also to deliver, lasting personal and social change.

Programs: 
  1. YOUTH DEVELOPMENT: Nurturing the potential of children and teens
  2. HEALTHY LIVING: Improving the nation’s health and well-being
  3. SOCIAL RESPONSIBILITY: Giving back and providing support to neighbors

Listing Stats

Post Date: 
Sep 24 2019
Active Until: 
Oct 24 2019
Hiring Organization: 
YMCA of the USA
industry: 
Nonprofit