glassdoor.com sales-marketing international field support specialist ii

International Field Support Specialist II


Job Description

Mission/Authority

This position provides mission-wide support to enable field operations. This role serves as a member of a team providing comprehensive, support to field staff on products, processes and policies. This role will represent Mission Services departments to advocate for field staff based on their feedback to continually improve systems.
Essential Duties:

International Specific Essential Duties
  • Assist leading the development and training of iStaff support positions in five international divisions in collaboration with Divisional Rollout Design Teams.
  • Assist and participate in the formation and empowerment of the Divisional Rollout Design Teams.
  • Lead participant in the rollout of YL Connect to the International field.
  • Collaborate with developers for ongoing platform translation efforts.
  • Collaborate with training, support and feedback leads to internationalize any content being distributed to the field and help apply it to our International staff.
  • Bring International insight to Mission Services support teams in order to help globalize various Mission Services teams.
  • Fundraising for a portion of specified personal budget.
  • Help represent International requirements on project/product teams.
Field Support
  • Demonstrate interpersonal skills to build and maintain “relational” customer service through rapport with multiple-levels of field and Mission Services staff to create an amiable environment for caring for people’s needs.
  • Demonstrate skills in communication, analysis and rapid problem-solving.
  • Provide field staff comprehensive support to field staff on products, processes and policies.
  • Demonstrate YL Connect expertise to provide direct support for divisional senior vice presidents and their administrators.
  • Perform administrative functions for YL Connect (i.e. duplicates, SSF admin access, etc.).
  • Demonstrate expertise and proficiency in all operational disciplines and systems:

    • YL Connect (Salesforce CRM)
    • Chatter
    • Telephone
    • Outlook Email
    • Emma Email
    • Zoom
    • Survey Monkey
    • Staff Resources Site (SharePoint)
    • Live Agent
  • Support YL Connect functionality specific to International (i.e.; multi-language, multi-currency, local QuickBooks/Salesforce integration, and data privacy support).
  • Provide timely, remote-troubleshooting and problem resolution to field staff.
  • Assist in leading the FS Team to create self-help tools for operational aspects of multiple departments – knowledge articles, FAQ updates, etc.
  • Contribute and assist in leading the Field Support (FS) Team to maintain Staff Resources and any other digital tools to be updated, accurate and consistent with current processes.
  • Represent Mission Services departments, and collaborate with all support teams – Field Administration, Field Development, Camping Services, Information Services, Financial Services (Income Processing and Mission Assistance), Communications, Marketing (Web and Field Events) and Human Resources (Incident Response).
  • Transfer field staff support requests beyond the FS Team’s collective capabilities to Mission Services departments’ subject matter experts and product owners.
  • Collect and analyze problem-solving steps for successful and satisfactory resolution.
  • Receive email and call-in support requests, document and close out.
  • Track, follow-up and analyze unresolved cases on a minimum of a daily basis, including updating the tracking ticket accordingly and providing information updates to end users.
  • Perform special support projects as assigned by the FS Coordinator.
Feedback
  • Collaborate with YL Connect Feedback by leading and participating in focus groups for YL Connect and other operational functions.
  • In accordance with YL Connect Feedback and the FS Coordinator’s information requirements, collate, analyze and elevate field feedback with recommendations for product, process and policy improvements, to enable field operations and decrease field administration burden.
  • Provide insights gleaned from field feedback to product owners for enhancements to existing products, processes and policies.
  • Provide insights gleaned from field feedback for new product, process and policy improvements, to enable field operations and decrease field administration burden.
Training
  • Collaborate with YL Connect Training to design, build and implement YL Connect Training Model – basic core and sustainment training and methodology.
  • Collaborate with YL Connect Training by contributing and developing a YL Connect “Learning Library” with training and support modules to build field users’ platform competency.
  • Collaborate with YL Connect Training and Missions Services product owners to build and maintain YL Connect WalkMe/Help menu and Staff Resources supporting documentation.
  • Train YL Connect functionality specific to International (i.e.; multi-language, multi-currency, local QuickBooks/Salesforce integration, and data privacy support).
  • Provide one-on-one, live, online basic training for new staff.
  • Lead live, online training and support sessions to field audiences, during and after normal working hours.
  • Travel with a YL Connect Training team to provide basic core and sustainment training to field audiences.
  • Travel with FS Team members to provide training and support to field leaders and administrators.
  • Perform special training projects as assigned by the FS Coordinator.
Education:
  • Bachelor’s degree in information systems preferred.
  • Salesforce certifications preferred.
  • SharePoint certification preferred.
  • MS Office certification preferred.
Working Conditions:
  • Service Center office environment.
  • Available to work with staff in a variety of time zones.
  • Possible 15% international travel.
Qualifications Required for the Job:
  • Deep understanding of Young Life culture required.
  • Young Life field staff experience highly recommended. Volunteer Leader experience preferred.
  • Have a general knowledge of the unique challenges and opportunities for International ministry.
  • Experience or demonstrated understanding of Young Life organizational cultures of Mission Services and field.
  • Demonstrated expertise operating within current technology (i.e. apps, updated software, etc.)
  • Demonstrated skills in training and support.
  • Demonstrated interpersonal skills, including emotional intelligence.
  • Demonstrated skill and desire to help and serve others.
  • Demonstrated desire to learn and grow personally and professionally.
  • Bilingual preferred
This description is not intended, and should not be construed, to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with this job. It is intended to be an accurate reflection of the principal job elements essential for making compensation decisions.
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