Associate, Training and Support - United Kingdom - Humanrightscolumbia

Description

FIXED-TERM, FULL-TIME JOB VACANCY
ASSOCIATE, TRAINING AND SUPPORT
Development and Outreach Department
Multiple Office Locations Considered
Application Deadline: 23 May, 2024

The Fundraising Systems & Data Analytics (FSDA) team of the Development and Outreach Department of Human Rights Watch (HRW) is seeking applicants for the position of Associate, Training and Support. The Training and Support Associate will be responsible for providing high-quality customer service and training to staff in the Development Department using Salesforce, HRW's donor CRM of record, and related technology tools.

The Training & Support Associate will provide responsive, accurate support for fundraising staff; will help to develop and deliver training curriculum for staff using fundraising technology; and will provide tailored documentation that aligns use of the tools with the organization's business practices and fundraising goals.

This is a 18 months, fixed-term, full-time position, with the possibility of extension and it will ideally be based in either the United States or Europe, preferably in one of the cities where HRW has an office and will report to the Associate Director of Training and Support based in Berlin.

The successful candidate may have the option to work remotely but is expected to work from the office 1-2 times a week. We aim to be as flexible and supportive as possible in both the recruitment for and onboarding of this position.

Responsibilities:

User Support and Issue Resolution:

• Provide timely and effective response to user support requests, concerns, and technical issues related to Salesforce and other fundraising systems through a support ticketing system; inclusive of new user set-up, onboarding and gift adjustments,
• Research, troubleshoot, and resolve user issues by providing clear instructions, guidance, and solutions;
• Reinforce the use of end-user documentation with staff, and actively contribute to enhancing and updating user documentation for fundraising systems and processes;
• Escalate complex technical problems or system issues to more technical staff as needed; and
• Relationship-manage stakeholders in geographical regions as best fits with time-zones supported in role. Host "office hours" as required.

Training and Education :

• Assist in the development and delivery of training sessions and workshops for fundraising staff, focusing on the effective use of Salesforce and other fundraising tools;
• Contribute to the creation of training materials, user guides, and documentation to support staff learning and ongoing reference;
• Collaborate with senior team members to continuously improve training programs based on user feedback and evolving system features; and
• Participate in the creation and updating of internal business process/how-to "knowledgebase" for use by the Training & Support team.

Data Integrity and Compliance:

• Assist with data entry and data quality control processes to ensure accurate and reliable data in fundraising systems;
• Provide guidance to fundraising staff on data entry best practices and data hygiene to maintain data integrity; and
• Support compliance with data protection regulations and internal data management policies.

System Enhancements and User Adoption:

• Collaborate with the FSDA team to identify areas for system enhancements, process improvements, and automation that can enhance the user experience and fundraising effectiveness;
• Participate in, and support staff with, the planning and execution of User Acceptance Testing (UAT) for system upgrades, enhancements, and new features;
• Perform tasks in HRW's eCRM system Engaging Networks such as troubleshooting supporter data, payment processing issues, providing data exports, processing refunds, and providing training; and
• Assist in promoting user adoption of fundraising systems through communication efforts and training initiatives.

Other:

• Carry out other duties as required.

Qualifications:

Education: A bachelor's degree or equivalent work experience is required.

Experience: A minimum of one year of relevant experience working in nonprofit fundraising, adult training and education, fundraising technology (Salesforce strongly preferred), or customer support is required. Knowledge and experience in nonprofit fundraising and marketing, preferably in a global INGO context with country-specific fundraising operations, is highly desirable.

Related Skills and Knowledge:

• Prior experience in providing user support, preferably in a technical or customer service role is required. Proficiency in using ticketing systems or customer support software (e.g., Zendesk, Freshservice) is desirable.
• Experience using or supporting Salesforce or other common nonprofit CRM systems is required.
• Strong problem-solving and troubleshooting skills to effectively address user inquiries and technical issues is required.
• Excellent communication skills, both written and verbal in English, with the ability to explain technical concepts to non-technical individuals, and to staff for whom English is not their first language is required.
• Detail-oriented with the ability to manage multiple tasks and prioritize effectively is required.
• Ability to work collaboratively within a team environment and assist with training initiatives is required.
• Basic understanding of nonprofit fundraising principles and practices is desirable is desirable.
• Familiarity with data entry and data management best practices is required.
• Ability to work collaboratively with diverse stakeholders and teams is required.
• Proficiency with Microsoft Office software is required.

Other: Applicants for this position must possess valid work authorization to work from the location they would like to be based from.

Salary and Benefits: HRW seeks exceptional applicants and offers competitive compensation and employer-paid benefits. If based in the United States, the salary range would be USD 58,000- 62,327. Salary ranges outside of the United States vary based on location.

How to Apply: Please apply immediately or by 23 May, 2024 by visiting our online job portal at and attaching a letter of interest and a CV or resume. No calls or email inquiries, please. Only complete applications will be reviewed and only shortlisted candidates will be contacted.

If you are experiencing technical difficulties with your application submission or if you require a disability-related accommodation, please email . Due to the large response, application submissions via email will not be accepted and inquiries regarding the status of applications will go unanswered.

Human Rights Watch is strong because it is diverse. We actively seek a diverse applicant pool and encourage candidates of all backgrounds to apply. Human Rights Watch does not discriminate on the basis of disability, age, gender identity and expression, national origin, race and ethnicity, religious beliefs, sexual orientation, or criminal record. We welcome all kinds of diversity. Our employees include people who are parents and nonparents, the self-taught and university educated, and from a wide span of socio-economic backgrounds and perspectives on the world. Human Rights Watch is an equal opportunity employer.

Human Rights Watch is an international human rights monitoring and advocacy organization known for its in-depth investigations, its incisive and timely reporting, its innovative and high-profile advocacy campaigns, and its success in changing the human rights-related policies and practices of influential governments and international institutions.

Please share where you are currently located (city/country) and if that's where you would like to be based from for this role. *

Do you possess valid work authorization to live and work from the location you would like to be based from? *
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Do you have experience solving technical issues related to Salesforce and other fundraising systems through a support ticketing system? *
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Do you possess an understanding of data entry and data management best practices? *
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Are you proficient in spoken and written English? *
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Are you proficient in MS Office applications, namely Excel? *
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Please describe a time that you faced a customer problem and how did you approach troubleshooting it (approximately 75 words). *

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Custom Demo Questions

At Human Rights Watch, we believe that a diverse personnel and leadership team are crucial to our effectiveness and enrich our organization and our work. We are committed to treating personnel according to principles of equality, equity, and non-discrimination, to ensuring diversity as we continue to grow and globalize, and to being inclusive of all personnel. To that end, we are constantly striving to improve our hiring practices by identifying and mitigating unconscious bias.

Your privacy is important to us and, therefore, your responses are voluntary . If you choose to respond to these questions, your responses will be used (in aggregate only ) to help us identify areas for improvement in our process. Your responses, or your choice to not respond, will not be associated with your specific application and will not be utilized in the hiring decision in any way.

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