Application Support Specialist — Education Program

Date Posted

February 11, 2020

Department

Programs

Location

Flint, Michigan

The Foundation

The Charles Stewart Mott Foundation, established in 1926 in Flint, Michigan, by an automotive pioneer, is a private philanthropy committed to supporting projects that promote a just, equitable and sustainable society. We support nonprofit programs throughout the United States and, on a limited geographic basis, internationally.

Grantmaking is focused in four programs: Civil Society, Education, Environment and the Flint Area. In addition to Flint, offices are located in metropolitan Detroit, Johannesburg and London. With year-end assets of approximately $3.1 billion in 2019, the Foundation made 364 grants totaling more than $133 million.

History

Charles Stewart Mott was an automotive pioneer, community leader and philanthropist who cared about innovation, a just society and the strength of communities. Nine decades ago, he established the Foundation that bears his name in response to his deep concern about the welfare of Flint, Michigan, and an abiding affection for his adopted community.

Initially, the Foundation served as a vehicle for fulfilling the Mott family’s charitable interests. It began to evolve in 1935, when Mr. Mott teamed with local educator Frank Manley to create community schools in Flint. Their innovative approach to using schools to meet neighborhood needs would become a national model. That project also served as a platform for the Foundation to expand international grantmaking and become a global force for positive change in the areas of education, civil society and the environment.

The Foundation that Mr. Mott launched in 1926 with a $320,000 endowment now has roughly $3 billion in assets, offices in three countries, and a legacy of working with local organizations to improve communities on every continent except Antarctica. The Foundation has given away more than it is currently worth, awarding grants totaling more than $3 billion to organizations in 62 countries.

Education

Education has been a consistent and major theme of the Foundation’s work. From its earliest years as a grantmaking institution, the Foundation has explored and funded programs that support, enrich and expand learning opportunities for young people, with a special emphasis on helping students from low-income families and communities. Education as a pathway out of poverty and into self-sufficiency has been a bedrock value of the Foundation for over 90 years.

The current Education program plan continues the Foundation’s long-standing commitment to education and poverty alleviation and builds on the Foundation’s strong track record expanding access to high-quality afterschool and summer learning opportunities. Through the four approved program areas — Advancing Afterschool, Graduating High School College & Career Ready, Youth Engagement and Special Initiatives — the grantmaking activities respond to the need to prepare all young people for social and economic success in the 21st century. In 2018, the Education Program awarded 73 grants totaling $21,588,763 across the four program areas.

 

Position: Application Support Specialist

Location: Preference for the Flint, Michigan, office but semi-remote work will be considered.

Reports to: Program Director — Education (Benita Melton)

Description

The Mott Foundation is developing an education app that will help improve access to high-quality educational content. With the launch on the horizon, we are seeking a qualified application support specialist to support end users and improve the overall App user experience.

The Application Support Specialist is responsible for both internal and external user support (e.g., helpdesk), including user onboarding, pre- and post-installation support, and limited support to staff. Experience in a fast-paced, digital publishing environment is a plus.

The Role

Provide end user support for incoming queries and issues related to an IOS/Android App. Respond to queries either in person or over the phone. Respond to email messages from end users seeking help. Assist with setup and installation of the app on end-user equipment. Track and monitor requests for assistance. Provide internal technical assistance to other App staff. Develop and maintain App-related fulfilment materials and documentation. Develop and refine fulfilment and training processes. Interface where and when needed with development staff to ensure and enhance App quality, feature and function. Work with the App team to ensure successful adoption of the App by afterschool volunteers and teachers.

Essential Job Functions

  • Be an app “expert” (features, use, implementation) for internal staff and external users.
  • Support end users of a consumer-based, education-focused app on IOS and Android devices.
  • Provide onboarding, training, handholding and guidance through initial installation and initial use to new users, including proactive outreach throughout the pre-and post-sales lifecycle.
  • Provide on-demand external support via telephone, email and the app.
  • Provide limited after-hours client support via email.
  • Support internal staff, answering technical questions about app and its use.
  • Coordinate with product development to identify problems and/or provide solutions and suggest improvements.
  • Analyze and debug installation and other technical issues as they arise, solving end-user problems and/or providing feedback to App development staff if needed.
  • Assist staff where necessary in the support of a fast-paced content publishing environment.

Job Responsibilities

  • Provide “helpdesk” support to app end-users.
  • Work with the user success lead to improve the overall app user experience.
  • Manage helpdesk ticketing and follow up.
  • Create and maintain product, support and training documentation.
  • Help develop and refine training materials and fulfillment materials.
  • Help design and facilitate in-person workshops at afterschool conferences, workshops or other meetings.

Required Qualifications, Skills and Experience

  • Bachelor’s in computer science or related degree required, or equivalent combination of education and experience.
  • Experienced technical knowledge of IOS, iPadOS and Android-based applications.
  • A customer-service orientation.
  • Experience providing technical support to casual and non-technical users, typically in a resource constrained environment.
  • Experience providing remote technical support to a wide variety of skill levels.
  • Analytic and troubleshooting skills are a must; patience a virtue.
  • Experience dealing with both internal and external non-technical users.
  • Working knowledge of the afterschool and general education environment a plus.
  • Excellent communications skills to ensure standards, quality, consistency and tone.
  • Experience with online learning systems a plus.
  • Experience with the “tools of the trade,” including Zendesk (Helpdesk), the App Store (Apple) and the Play Store (Google).
  • Experience developing and managing fulfillment processes for an online app.
  • Able to coordinate multiple demands, from multiple stakeholders and partners, in a competitive and fast-paced environment.

The Application Process

The Mott Foundation is committed to equal opportunity and does not discriminate on the basis of race, ethnicity, color, national origin, religion, sex, sexual orientation, gender identity, marital status, disability or veteran status. The Foundation encourages diversity of thinking, background and perspective among its staff. The goal is to fill the position as soon as possible.

Applications should be submitted via e-mail to kmclean@asgteam.com, with the subject line containing “Application Support Specialist.” Applications will be reviewed on a rolling basis, so interested parties are encouraged to apply early. Applications must include: 1) a cover letter that speaks to the ideal qualities and skills outlined in this position description; and 2) a resume.

All inquiries and discussions will be considered strictly confidential.