[Hiring] Technical Support Associate I @American Red Cross

Role Description

Joining the American Red Cross is like nothing else. You become a vital part of the world’s largest humanitarian network, joining a team of welcoming individuals who are exceptional, yet unassuming. Diverse, yet uncompromising in unity. You grow your career within a movement that matters, where success is measured in people helped and communities made whole. When you choose to be a force for good, you’ll have mentors who empower your growth along a purposeful career path. As you dedicate yourself to caring for others, you are embraced with generous compensation and benefits, and you become part of a community that cherishes and values you both professionally and personally.

Job Summary:

• Monitor call center technology, provide support to resolve issues and keep relevant teams up to date to improve the quality and effectiveness of the service of outbound telerecruitment efforts.
• Provide support, development and/or leadership guidance to all volunteers.
• Perform all duties and responsibilities in compliance with standard operating procedures and other applicable Federal, State and local regulations.

Key Responsibilities:

• Serve as the primary closer for Telephony systems, ensuring all platforms are properly shut down at end of day.
• Provide real-time technical and scheduling support to inbound and outbound contact center operations during your shift.
• Multi-task across multiple systems, queues, and requests — switching gears quickly is part of the job, not a side effect of it.
• Communicate clearly and professionally with team members across time zones in a fully remote environment.
• Operate independently during the close window, exercising sound judgment and escalating only when truly needed.

Standard Schedule:

• Sunday: 12:45 PM - 9:15 PM
• Monday: 1:15 PM - 10:15 PM
• Tuesday: 1:15 PM - 10:15 PM
• Wednesday: 1:15 PM - 10:15 PM
• Thursday: 1:15 PM - 10:15 PM
• Days Off: Friday & Saturday

Pay Information: Starting Salary is $47,000.00. Note that American Red Cross salaries are aligned to the specific geographic location in which the work is primarily performed. Other factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role.

Qualifications

• Prior call center experience, ideally with both inbound and outbound dialer operations.
• Hands-on experience with Avaya or comparable contact center platforms (Genesys, Five9, NICE CXone, etc.) — equivalent systems experience is welcome.
• Familiarity with workforce management tools and scheduling software.

Benefits

• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 15 days a year; based on type of job and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with up to 6% match
• Paid Family Leave
• Employee Assistance

Company Description

The American Red Cross is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, San Diego Fair Chance Ordinance, the California Fair Chance Act and any other applicable state and local laws.

AmeriCorps, the federal agency that brings people together through service, and its partners — the Peace Corps, AmeriCorps Alums, National Peace Corps Association, and the Service Year Alliance — launched Employers of National Service to connect national service alumni with opportunities in the workforce. American Red Cross is proud to be an EONS partner and share our employment opportunities with the network of organizations.

Interested in Volunteering? Visit redcross.org/volunteertoday to learn more, including our most-needed volunteer positions.

To view the EEOC Summary of Rights, click here: Summary of Rights