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SUMMARY: With general direction, provides service to customers and staff on the use of company-supported web services and applications by reviewing, researching, documenting and acting upon requests through support tickets, chat, phone or email. Maintains knowledge base of support system service. With specific directions, assists in inventory and logistics of equipment.
GENERAL DESCRIPTION
USEA Online Services, Staff Services is a custom Association & Sport Management System (ASMS) that powers the associations membership and sport data collection and reporting. We are looking for someone to become an expert at supporting the application at the customer level. An ideal candidate would be detailed oriented and organized. They would develop great working relationships with all departments at the USEA. They would also be a quick study, not afraid to ask questions and be adaptable to change. This individual would take part ownership of the application and maintain a direct channel to the USEA IT department to support changes to the application.
SKILLS AND ABILITIES
KEY COMPETENCIES: oral and written communication skills; learning skills; customer service orientation; problem analysis; problem solving; adaptability; team interaction; planning and organizing; attention to detail; and stress tolerance. This position allows for growth in an individuals area of strength and opportunities to learn new skills.
EDUCATION AND EXPERIENCE (Minimum Qualifications): valid driver's license; high school diploma or equivalent (some college or an Associates degree preferred); excellent customer skills (written/verbal); and experience with customer support (in-person or by phone).
JOB PROFICIENCIES: This an entry level, tier-one support position. An ideal candidate has a strong desire to learn new skills, display some level of interest in technology and learning software, and has developed customer support skills in past work experience.
GENERAL RESPONSIBILITIES
Customer Support
Respond to requests for assistance in-person, by phone, or electronically by providing general information and assistance to diagnose and resolve issues;
Research questions/requests using available information resources;
Advise user on appropriate action in a timely fashion;
Follow standard help desk procedures;
Log help desk interactions;
Administer support desk software;
Redirect problems to correct resource(s);
Identify and escalate situations requiring urgent attention;
Track and route problems and requests and document resolutions;
Inform management of recurring problems;
Stay current with system information, changes and updates;
Documents changes to USEA ASMS;
Maintains FAQs and support knowledge base for ASMS; and
Performs other duties as assigned by Manager, including equipment inventory.
COMPENSATION
Salary 43K + Benefits (Health, Dental, STD, LTD and Life, 401K, 11 Paid Holidays, 15 Days Vacation/Sick Leave) USEA Advertised Office hours are from 9:00 am to 5:00 pm, Eastern, Monday through Friday.
ABOUT THE UNITED STATES EVENTING ASSOCIATION
The United States Eventing Association is the national organization dedicated to the education and development of horses and riders in the equestrian sport of Eventing. The USEA was founded in 1959 and has approximately 13,000 members in all 50 United States in addition to over 100 international members. The USEA recognizes at least 250 competitions nationwide. The organization is a non-profit 501 C (3) corporation directed by a Board of Governors with day to day operations run by a small permanent staff from the headquarters in Leesburg, Virginia.
Disclaimer: This description is intended to provide an overview of the responsibilities and duties of the position. It is not all inclusive. The incumbent in the position will be expected to perform other duties as required. The responsibilities may change over time. This description is provided for informational purposes only and does not form the basis of a contract.
