Platform Support Specialist – Volunteer Role

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.