Nonprofit
Platform Support Specialist – Volunteer Role
Details
Description
Platform Support Specialist (Systems Support & User Experience)
The Donovan’s Venom
Remote | Technology | Volunteer Role
We’re Building — And It Needs to Work for Everyone
The Donovan’s Venom is growing.
More users.
More systems.
More tools.
But if people can’t use the platforms—
nothing moves forward.
We are seeking a Platform Support Specialist to support users, resolve issues, and ensure our systems are working smoothly across the organization.
Because technology isn’t just about having tools.
It’s about how people experience and use them.
The Role
This role is responsible for supporting users across the organization’s platforms and tools.
You will troubleshoot issues, assist users, and ensure systems are accessible, functional, and easy to use.
You are not just answering questions.
You are removing blockers and improving the user experience.
This role operates at the intersection of IT support, platform usability, and operations, ensuring teams can work efficiently without disruption.
What You’ll Own
User Support & Issue Resolution
- Respond to user questions and support requests
- Troubleshoot platform and system issues
- Provide clear, timely resolutions
Platform Usability & Experience
- Help ensure systems are easy to use
- Identify common user challenges
- Recommend improvements to enhance usability
System Access & Support
- Assist with:
- Account setup
- Access issues
- Permissions troubleshooting
- Support onboarding/offboarding system access
Issue Tracking & Follow-Through
- Track and document support requests
- Ensure issues are resolved completely
- Escalate complex issues when needed
Cross-Functional Support
- Work with:
- Applications & Platforms Manager
- IT Operations
- Engineering teams
- Ensure issues are resolved efficiently
Documentation & Knowledge Sharing
- Maintain help guides and FAQs
- Document common issues and solutions
- Support knowledge base development
Process Support & Improvement
- Follow established support workflows
- Identify opportunities to improve support processes
- Help streamline issue resolution
Platform Monitoring & Feedback
- Monitor system usage and user feedback
- Identify recurring issues or trends
- Provide insights for improvement
Communication & User Support
- Communicate clearly with users (technical & non-technical)
- Provide step-by-step guidance when needed
- Ensure a positive support experience
Continuous Improvement
- Learn systems and tools continuously
- Improve support quality and response times
- Contribute to overall platform efficiency
Who This Is For
This role is for someone who:
- Enjoys helping others solve problems
- Is patient, responsive, and detail-oriented
- Has strong communication skills
- Is comfortable working with systems and tools
- Thrives in a support-focused, fast-moving environment
Qualifications
Required
- 1–3 years of experience in:
- IT support
- Platform support
- Technical troubleshooting
- Strong problem-solving skills
- Ability to communicate clearly with non-technical users
Preferred
- Experience with:
- Google Workspace or similar tools
- SaaS platforms
- Experience in remote teams
- Experience in nonprofit or mission-driven organizations
Commitment
- 6–10 hours per week
- Flexible schedule (with responsiveness to support requests)
- Participation in team coordination as needed
- Fully remote
What You’ll Gain
- Hands-on experience supporting real systems and users
- Exposure to multiple platforms and tools
- Opportunity to improve user experience across the organization
- Development in troubleshooting, communication, and operations
Application Requirements (Read Carefully)
We are building — and supporting in real time.
To ensure alignment:
- You must be able to start within 14 days
- You must complete the full application
- You must be ready to respond and support users consistently
Important Disclaimer
This is a volunteer role.
We are onboarding individuals who are ready to contribute immediately.
Please only apply if you are prepared to begin within the next 14 days.
Location
Associated Location
Please fill out this form
Thank you for your interest in joining The Donovan’s Venom.
To be considered for this role, please ensure your application includes:
- A current resume
- Responses to all application questions (thoughtful and complete)
- A brief overview of your strategic experience and areas of impact
We encourage applicants to be intentional and specific in their responses, as this role requires a high level of strategic thinking and active contribution.
Important Considerations:
- This is a volunteer executive leadership role requiring consistent engagement
- Applicants must be able to begin within 14 days
- Incomplete or low-effort applications will not be considered
We are seeking individuals who are ready to contribute, build, and lead in real time.
