ONG (Setor Social)
Remote Volunteer Technical Support Lead — Education Technology
Detalhes
Descrição
REMOTE VOLUNTEER TECHNICAL SUPPORT LEAD — EDUCATION TECHNOLOGY
Help Believe in Me and iLevelUP provide dependable, student-centered technical support for digital education, college, career, scholarship, and life-readiness resources.
ABOUT THE ROLE
The Technical Support Lead will organize support processes for iLevelUP and guide volunteers who help users and team members resolve technology issues. This role blends service leadership, troubleshooting, documentation, and continuous improvement.
RESPONSIBILITIES
- Establish practical intake, triage, escalation, ownership, and resolution workflows.
- Troubleshoot account, browser, mobile, content-access, form, and application issues.
- Create knowledge-base articles, FAQs, response templates, runbooks, and status reports.
- Coordinate with product, development, infrastructure, security, content, and program volunteers.
- Track recurring issues and recommend usability, reliability, accessibility, and training improvements.
- Protect user privacy and escalate security or safeguarding concerns appropriately.
- Help recruit, onboard, and coach additional technical-support volunteers as needs grow.
IDEAL EXPERIENCE
Technical support, help desk, customer success, IT service management, application support, education technology, or volunteer-team leadership. Clear communication, patient problem solving, accurate documentation, and dependable follow-through are essential.
TIME AND LOCATION
Remote and flexible, approximately 2–3 hours per week, with ongoing participation preferred.
IMPACT AND SUPPORT
Your work will help students, families, educators, and volunteers use educational resources successfully. Volunteers receive orientation, defined priorities, collaboration tools, escalation contacts, and access to program and technical leaders.
HOW TO EXPRESS INTEREST
Submit interest through Idealist. Questions may be sent to volunteers@ilevelup.app. Learn more at https://ilevelup.app/?utm_source=idealist&utm_medium=volunteer_platform&utm_campaign=volunteer_recruitment_2026&utm_content=technical_support_lead
Keywords: remote technical support volunteer; help desk lead; nonprofit technology; education technology; customer support; knowledge base; iLevelUP; student support; first-generation students.
