User Support Specialist

Job Type

Full Time


Minimum: $45,000.00
Maximum: $50,000.00
Details: Commensurate with experience



Start Date:



30 Broad Street, 9th Floor
New York, NY 10004
New York
United States


Position Overview

iMentor is seeking an experienced and customer service oriented User Support Specialist. Reporting to the Associate Director of Product, the User Support Specialist is often the first point of contact when using iMentor's tools, including our proprietary mentoring platform. They guide staff and clients by training and educating them on best practices. The specialist fields technical help requests from users, and provides Level I support, troubleshooting, and liaising with internal business and technical resources. They are able to interact with users while using expertise, steadiness, and empathy to defuse tension. The specialist will gather feedback from iMentor staff and partner locations and use it to improve communication, documentation, and training. They will also design and lead standardized trainings so that staff will be able to understand and use all of the platform's features.

The ideal candidate will have at least two years of experience performing level 1 support, will have experience training users on internally created products, will be an excellent project manager and a very strong writer and overall communicator.

About iMentor

iMentor builds mentoring relationships that empower students in low-income communities to graduate high school, succeed in college, and achieve their ambitions. Students work with their mentors one-on-one, in-person and online, to develop strong personal relationships, nurture a college aspiration, navigate the college application process, and build critical skills that lead to college success. In New York City, iMentor partners with public schools to ensure every student in the schools receives a mentor. iMentor also provides its curriculum, technology, and best practices to help nonprofits run effective programs in the iMentor model. Since 1999, iMentor has connected more than 25,000 students with mentors. This year, iMentor is serving 3,800 mentor-mentee pairs in New York City and 3,500 more nationwide. iMentor has been recognized through funding by the Bill & Melinda Gates Foundation, the Lumina Foundation, the Michael & Susan Dell Foundation, and the Robin Hood Foundation, and was a subgrantee of the federal Social Innovation Fund.

iMentor is one of the nation’s most innovative and quickly growing mentoring organizations. As a team, we are mission-focused, results-oriented, passionate and fun, and were named one of the Best Nonprofits to Work For by Opportunity Knocks and The Nonprofit Times


  • Respond to user support requests by helping users troubleshoot problems
  • Escalating issues to the engineering team after creating reproducible script and soliciting context for debugging
  • Creating work-arounds from both team knowledge and personal knowledge of product
  • Maintain a technical support knowledge base as a resource/guidebook for responding to support requests
  • Contribute to the testing of features, potential bugs, new product development, or regression testing when appropriate.
  • Lead in-person and remote trainings for staff in all regions, covering all Platform functionality and collaborating with program trainers to develop hybrid trainings that touch on both Platform and program information.
  • Create and maintain user guides for each Platform product on the learning center
  • Record webinars and create interactive digital training material to proactively address common questions and concerns from users


  • Extremely customer service oriented with good listening skills and incredible patience
  • Experience training and teaching staff and clients on internally created products
  • Has coordinated medium sized projects of multiple people months and team size of at least 3 people
  • Strong written communication skills
  • Has evidence to show that they have either increased client adoption rate or user base size
  • Has taken complex ideas and documented for consumption by lay audiences
  • Has presented to multiple audiences: client, business, technical
  • 2 years of experience doing level 1 support
  • Experience troubleshooting client issues, liaising with technical and business resources
  • 1 year experience training people on an internally facing website
  • 1 year experience creating documentation for both internal and external resource
  • Experience using a ticketing system
  • Experience with SQL queries a big plus
  • Aligned in thought and action with iMentor's values (
  • Views differences between individuals (race, gender, age, cultural heritage, physical ability, education and lifestyle) as an asset and demonstrates an appreciation of the diversity within iMentor
  • Bachelor’s degree required
  • Employment is contingent upon the completion of a satisfactory fingerprinting and criminal background check, conducted by the Division of Human Resources at the New York City Department of Education

Compensation & Benefits

  • $45,000-$50,000 annual salary commensurate with experience
  • Up to 100% employer funded comprehensive medical and dental coverage
  • 18 days paid annual vacation and 13 paid holidays + most iMentor functions closed between Christmas and New Year’s Day
  • 401K match up to 4%
  • Significant opportunities for professional development and growth

How to Apply

Visit to submit a resume and detailed cover letter describing your interest in and qualifications for the position. Applications will be considered on a rolling basis, so it is in candidates’ best interest to apply as soon as possible. No phone, email, mail, or fax inquiries will receive a response.

iMentor is an Equal Opportunity Employer


  • Up to 100% employer funded comprehensive medical and dental coverage
  • 18 days paid annual vacation and 13 paid holidays + most iMentor functions closed between Christmas and New Year’s Day
  • 401K match up to 4%
  • Significant opportunities for professional development and growth

Professional Level

Entry level

Minimum Education Required

4-year degree

How To Apply