$15.66 an hour - $16.80 an hour
SMU DataArts seeks a Support Center Specialist to provide high quality customer service and technical assistance to participating arts and culture organizations and grantmakers. The position is based in Philadelphia and the hours will be 11:30am to 8pm, Monday - Friday.
The Support Center Specialist provides on-demand phone and email assistance to all stakeholders making use of DataArts' products and services, educates and assists with CDP/survey entries, revisions, report generation, and empowers organizations with data-driven decision-making.
The Specialist has an ongoing drive to increase expertise in all aspects of SMU DataArts products, research, articles, features, and tools in order to mentor and inspire all stakeholders, including training team members and staff.
- Service on phone and Emails: Serve as a primary source of support to stakeholders via the SMU DataArts Support Center phone and email. Respond to support inquiries in a timely fashion, with a focus on customer service and keeping accurate records of Support Center interactions.
- Cross-dept testing and QC: Participate in cross-department-related activities as needed, including performing maintenance and quality control for various areas of the SMU DataArts products and tools, testing system updates, maintaining event registrations, and any other support requested.
- Staff Training: Participate in training of existing and new staff members in areas specific to the Support Center Specialist. Conduct basic one on one training sessions, assist with basic call scenarios, and participate in creating training materials.
- Funder Report Generation: Help arts and culture organizations deliver Funder Reports per participating grantmakers' submission guidelines, and answer questions about the reports, including where information displayed pulls from within the Cultural Data Profile.
- Financial/Programmatic/Analytic Report Assistance: Aid stakeholders in organizing, reading, and representing their financial and programmatic fiscal year data used in reporting, grantmaking, and advocacy through our various products and tools. This includes advising on data entry, assisting with report generation, and helping users understand the reports generated by those products and tools.
- Grantmaker Tools: Help participating grantmakers understand their applicant arts and culture organization's Funder Reports and analytic reports.
- Product Expertise: Continuous development of knowledge about all SMU DataArts products, research, articles, features, and tools.
- Product Ownership: Understand the basics of Product Ownership in Agile software development. Assume role of mentee of an experienced Product Owner
- Product maintenance and development: Identify, record and act on positive and negative feedback, possible technical issues, suggestions for new product or educational opportunities and potential leads from stakeholders.
A high school diploma or equivalent is required.
A minimum of two years of customer service support experience is required.
Experience in arts and culture environment preferred. Familiarity with grant application process is desirable. Experience in nonprofit environment preferred.
Fluency in Spanish, including reading, writing, and speaking is desirable.
Knowledge, Skills and Abilities:
Candidate must demonstrate strong verbal and interpersonal communication skills, as well as the ability to build external relationships and to work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations. Must also demonstrate the ability to communicate effectively in writing. A strong customer service orientation and a commitment to timely resolution of customer issues are essential.
Candidate must possess strong organizational and time management skills to effectively handle multiple tasks and prioritize. Must also demonstrate a strong focus on attention to detail and accuracy. Commitment to keep detailed recording of activities is essential.
Candidate must possess strong problem solving skills, with the ability to be resourceful, proactive, and seek assistance as needed. Must also possess the ability to work independently, while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
Candidate must have a strong working knowledge of MS Office. Knowledge of Excel and Excel formulas is preferred. Knowledge of non-profit accounting preferred, including ability to read an audit, review, 990, profit and loss statement, and balance sheet is desirable. Familiarity with CRM systems, e.g. Salesforce is a plus.
- Sit for long periods of time
December 6, 2019
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