Field Support Specialist I

Providing essential services to field staff and volunteers. Offering this support frees field staff for direct ministry with kids, optimizes financial contributions, and ensures careful stewardship of the mission’s assets (both tangible and intangible).

Young Life requires all employees to sign a Statement of Faith. We recommend you read this statement before applying for any position.

Field Support Specialist I

Summary:

This position provides comprehensive, mission-wide support to all Young Life staff across enterprise systems, products, and processes, with the expressed purpose to identify, examine, and resolve impediments to operational efficiency. As a member of the Connections (i.e., Help Desk) Team, we promise to be honest and open in our findings and to work with our colleagues to resolve issues as rapidly and completely as we are able.

Essential Duties:

Field Support

Provide comprehensive support to Young Life staff across all enterprise systems, products, and processes.

Track and follow-up on all open cases until resolved. Collect and analyze trends of unresolved cases and provide information updates to staff and volunteers.

Escalate any unresolved cases, which exceed the team’s collective capabilities, to Mission Services subject matter experts and product owners, and monitor to resolution.

Demonstrate skills in communication, analysis, rapid problem-solving, and decision-making.

Develop and promote communication channels, curriculum, and best practices for field support across Mission Services.

Create and maintain self-serve tools, knowledge articles, FAQs, and training materials.

Assist in the identification and/or implementation new support tools and technologies.

Training and Feedback

Proactively develop and deliver training to the Field, Camping, and other Mission Services staff to reduce emergent support loads, topics, or applications.

Support operational training efforts by connecting users to content and learning opportunities, elevating emerging training needs, and providing feedback on effectiveness of current offerings.

Identify and partner with other departments to support training needs for in-person events when required.

Collect, collate, analyze, and report staff and volunteer feedback to the appropriate business analysts.

Provide recommendations for systems, product, and process improvements, to improve operations and decrease administration burden.

Education

Bachelor’s degree in information systems preferred.

Salesforce certifications preferred.

SharePoint certification preferred.

MS Office certification preferred.

Working Conditions

Colorado Springs Service Center or remote office environment.

Possible, but limited, travel.

Qualifications Required for the Job

Must represent Young Life in a professional and courteous manner.

Young Life field staff or volunteer experience preferred.

Experience or demonstrated understanding of Young Life organizational cultures and operations.

Demonstrated skills in technical support and/or customer success.

Demonstrated ability and initiative to help and serve others.

Demonstrated expertise operating within modern enterprise applications and technologies.

Demonstrated superior written and verbal communication skills.

Spanish language fluency preferred.

Demonstrated mature interpersonal skills, including emotional intelligence.

Job Specific Working Conditions:

The anticipated hourly rate for this position can range from $18.36 – $22.98 depending on relevant education, experience, and location.

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