(For U.S. roles, TechSoup only hires from the following states: Alabama, Arizona, California, Colorado, District of Columbia, Florida, Georgia, Illinois, Indiana, Kansas, Massachusetts, Maryland, Michigan, Missouri, Mississippi, Montana, North Carolina, New Jersey, New Mexico,New York,Ohio,Oklahoma,Oregon,Pennsylvania,South Carolina, Tennessee,Texas,Utah,Virginia,Washington, Wisconsin)

About TechSoup

We believe in using technology for the greater good.

We’re a fully remote, diverse team, working from all parts of the world. We invite you to join us in our mission to build a dynamic bridge that leverages technology to enable connections and innovative solutions for a more equitable planet.

TechSoup is a global nonprofit social enterprise that connects NGOs with mission-critical resources worldwide. For over 30 years, we’ve been building partnerships with individuals, corporations, nonprofits, and governments across the globe. Together, we are committed to helping organizations grow via our unifying technology platform, resources, and connections. Those organizations, in turn, build a brighter future for tens of millions of people. We serve both the smallest and largest nonprofits around the world through sustainable, low-cost, self-service offers delivered at scale. To date, we have enabled more than 1.4 million organizations in over 230 countries and territories receive technology tools, resources, and funding with a retail value of more than $19.1 billion. We are constantly evolving.

As technology and global needs change, so do we. We’re creating new, community-driven platforms and mobile apps and are enhancing our offerings so that nonprofits have the resources they need to build a brighter future for their communities.

We’re innovators, leaders, influencers, social entrepreneurs, and technologists drawn together by a shared vision: to make the world a better place through technology. Join our global team.

Position

The Operations Support Specialist will contribute to the achievement of TechSoup’s financial and social impact targets by helping to support the management of corporate programs that meet the technology-oriented needs of the social sector while also meeting the needs – philanthropic and otherwise - of each of their respective TechSoup partners.

To that end, the Operations Support Specialist will support the operational aspects of TechSoup’s programs and corporate relationships with a goal of launching new offers, keeping offers up to date, tracking performance, supporting customer escalations, and aiding in fulfillment and invoicing to ensure program continuity. This position will collaborate with other teams across TechSoup and will continuously drive towards improving the overall programs and ultimately achieving fiscal and impact results.

Duties and Responsibilities

The following are among the major responsibilities for this role. The needs will evolve from time to time but will broadly fall in two primary areas: operational support to corporate partners and to the team overall and operational support for our nonprofit end-users.

• Support operational program needs and aiding in front-line customer inquiries

• Understanding of the program operations for our corporate partners, including documentation of processes

• Managing partner escalations and addressing customer escalations involving the partner

• Support the reporting of corporate programs to help in meeting partner obligations or to assist in recommendations to implement plans and/or improve plan results

• Monitor ongoing account results and help support defined objectives

• Collaborate with corporate partners to address various client or program needs including updates to donor products and programs; resolving issues around product delivery; ensuring appropriate reporting; and helping to resolve operational issues

• Proactively monitor inventory levels and coordinate requests for additional inventory to minimize out of stock periods

• Support the collaboration with other teams across TechSoup to address various client and program needs to understand and leverage all TechSoup resources to create value for all stakeholders. For example:

• Collaborate with the TS Global Marketing, Communications and Customer Experience, Finance, Validation Services, Global Network, and Solutions & Services teams to develop content for program support, adoption, education, and outreach that increases the overall value and impact of your programs.

• Coordinate with the Product Implementation team and the TechSoup Global Network on the expansion of the number and types of offers and the geographic reach of assigned programs.

• Support submission of intake forms to the marketing team and social media submissions, as well as intake forms to the Product Implementation team

• Coordinate a transparent calendar of marketing activities that are scheduled, and being requested

• Support creation of invoice and coordinate with finance on the process for submission

• Identify process improvements, make recommendations and incorporate changes into day-to-day activities

Qualifications

• Minimum 2 years of professional experience in a dynamic environment where you have simultaneously managed multiple customers, clients, and/or projects

• 2 years of experience with customer support or program management

• Project management experience

• Excel and PowerPoint skills required. NetSuite is a plus

• Exposure to AI-enabled toolset preferred.

• Exceptional at observing and identifying patterns to solve challenges and optimize results

• Highly effective listening, verbal and written communications skills

• Strong planning, organizing, and time management skills coupled with the ability to prioritize and accommodate changing priorities

• Proven ability to work collaboratively and effectively with internal and external stakeholders

• Detail oriented and tenacious, but also able to adopt a ‘big picture’ perspective.

• Decisive and confident, plus flexible, adaptable with a good sense of humor

• Good at taking initiative, but also able to recognize when assistance from another team member or manager is needed and ask for guidance and support

• An understanding of technologies and evolving technology business models is a plus

• Intellectual curiosity and strong desire to learn and grow professionally
  
  TechSoup is an Equal Opportunity Employer and is committed to ensuring that all employees and applicants receive equal consideration and treatment, regardless of race, color, creed, gender (including gender identity or gender expression), religion, marital or domestic partner status, age, national origin or ancestry, physical, mental or medical disability, sex, sexual orientation, citizenship, military service status, veteran status, or any other characteristic protected by state or federal law or local ordinance.
  
  The base salary range for this full-time remote position is $48,000.00-$54,000.00 annually plus benefits. TechSoup determines salary ranges based on a role, level, and location. The range reflects the minimum and maximum targets for new hire salaries for the position across all US locations. Individual pay is determined by location and other factors, including job-related skills, experience, relevant education or training, business needs, and market demands. TechSoup offers a comprehensive benefits package, including medical, dental, vision, retirement, and other perks.