Technical Support Coordinator

Estimated start date: July 1, 2024

Location: San Francisco Bay Area

Deadline: Priority review by June 8, 2024

Job type: Full time

We are seeking an incredibly organized, tech-savvy, and process-oriented individual to join our growing and dynamic Compassion Institute Team. You will be joining a small but mighty team delivering and coordinating tech support of our work across all our program areas. You will work closely with and report to the Program Manager, Digital Operations and Marketing. In addition, you will work with Program Directors, Program Managers and Executive Director to coordinate and address tech support needs. This is a full-time position.

Who you are:

• Tech savvy and enjoys developing efficiencies and solutions to coordinate and deliver tech support operations running smoothly as our programs grow and evolve.
• Thrives on developing and delivering dynamic and registrant-focused tech support for classes across our programs, utilizing tools such as Zoom and e-learning platforms.
• Extremely detail-oriented while simultaneously skilled at holding the big picture of where partnerships and programs are headed long term.
• Can track multiple projects at the same time with autonomy and initiative with direction from leadership across program areas.
• Thrives in both an in-person and remote work culture with occasional travel. Is able to develop strong working relationships through video meetings and collaborative work tools such as Slack, Clickup, and G-Suite.

About Compassion Institute (CI)

Founded in 2017, the mission of Compassion Institute (CI) is to advance compassion as a guiding principle and active force to create a more caring world. As a leader in compassion training and advocacy, we develop and deliver evidence-based programs for individuals, institutions, and communities that help promote personal and societal well-being.

We are committed to three strategic initiatives:

• Bringing compassion-based interventions to key sectors of society
• Disseminating the Institute’s flagship program CCT™ (Compassion Cultivation Training©) — an 8-week course developed at Stanford University
• Promoting broader public awareness of the importance of compassion and its cultivation

CCT™ was first developed in 2009 at Stanford University by Dr. Thupten Jinpa with contributions from three well known experts in the integration of contemporary psychology and meditation. CCT™ blends traditional Tibetan Buddhist compassion cultivation exercises with insights from neuroscience, psychology, mindfulness, and group therapy protocols to produce a modern secular compassion training program with broad applicability and efficacy.

While CCT™ and certain derivative programs are offered to the public, additional programs rooted in CCT™ and specified derivatives address the particular needs of professionals that serve the public under challenging circumstances in the keystone professions of healthcare & public health, law enforcement & public safety, and education. As global experts in compassion-based interventions, CI offers secular compassion-focused programs and offerings based on the latest psychology, neurology, and contemplative science designed to impart the evidence-based power of compassion to transform the world at the levels of the individual and society.

For more information, please visit www.compassioninstitute.com.

Roles and Responsibilities:

• Serve as principal Video & Zoom Tech Support/Producer for digital offerings across program areas.
• Be available to provide tech and event production support for live classes in San Francisco Bay Area and other places in California.
• Coordinate additional Zoom Producers for digital offerings across programs as needed.
• Coordinate Tech Support across all program areas. Ensure projects and offerings are running smoothly from start to finish.
• Maintain and update standard operating procedures and related documentation with a focus on continuous quality improvement. 
• Coordinate with Digital Operations and Marketing Manager on operational matters.
• Build course classrooms in and support delivery of courses through our learning management system (Engagez).
• Monitor class email inboxes to address tech support questions and escalate to CI staff appropriately.
• Occasionally be available outside of standard work hours (9am-5pm PT) as needed.
• Quality Assurance – pushing through tickets in learning management system (Engagez) and testing tech issues that may come up.
• Report to and work closely with Digital Operations and Marketing Manager and leadership in all program areas in service of the mission and programs.
• Model compassionate collaboration and behaviors in all work and interactions.
• Responsibilities may evolve as needed.

Required Skills and Experience:

• Bachelor’s degree. Minimum of 2 years full-time work in similar roles.
• Experience coordinating tech operations and projects from start to finish within an organizational setting.
• Excellent written and verbal communication skills.
• Excellent technology skills, including significant understanding of Zoom, Google, Adobe, and Microsoft products as well as ClickUp or similar project management systems.
• Comfortable troubleshooting and resolving basic computer hardware and software problems. Comfortable monitoring multiple email inboxes and addressing tech support questions. 
• Ability to independently problem solve basic tech issues for users (i.e.: support with log-in issues related to username and password, clearing cookies, allowing pop-ups, etc.) and escalate when basic troubleshooting has not solved the problem.
• Strong affinity with the mission of Compassion Institute.

Preferred Skills and Experience:

• Experience in non-profit organizations.
• Some WordPress experience preferred.
• Experience with digital, hybrid, and in-person event planning, implementation, and execution with creative solutions.
• Written and/or verbal fluency in Spanish, French, or other languages a bonus.

Compensation: Commensurate with experience;

Starting between $60,000 – $70,000

Additional Information:

• The Tech Support Coordinator will report to the Program Manager, Digital Operations and Marketing.
• At this time, we are only able to hire candidates with work authorization in the US.
• CI is an Equal Opportunity Employer and does not discriminate on the basis of race, ethnicity, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability. We celebrate diversity and are committed to creating an inclusive and equitable environment for all employees.

How to Apply:

Please submit your resume and cover letter by June 8, 2024 for priority consideration. You can submit by clicking "Apply Here" or by visiting: https://www.compassioninstitute.com/careers/

We are only able to respond to applications that have been shortlisted. Thank you for your understanding.