Technology Specialist

We're in the business of Good
Lions Clubs International is the largest service club organization in the world. Our 1.4 million members are serving locally and globally to help take on some of the biggest challenges facing humanity.
Every Lion and club is supported by our international association. More than 300 Lions International staff members are constantly working on tools and technology to enhance Lions' service. When caring people join together, roll up their sleeves and take action to make their community better, it's an incredible feeling for everyone involved.
Here's how you can help. We are currently looking for a Technology Specialist tojoin our team and rise to the challenge of empowering service.
Position Highlights:
The Technology Specialist is responsible to drive overall LCI strategic initiatives and improve service through technology utilization and innovations in the Member Service Center. The Technology Specialist will work to improve our existing processes to drive greater efficiency and customer support and will work closely with the MSC and Digital Product Management team to drive optimization of technologies within the Member Service Center.
What You'll Do:

• Own operational and technical aspects and maintenance of Member Service Center products, including Zendesk and Salesforce, telephony and member management systems.
  • Configure and/or maintain overall CRM architecture within the CRM platform (and across full suite of customer engagement tools and systems, including Zoom and Aptify).
  • Support team members and monitor user adoption of CRM tools.
  • Provide ongoing user training and create training materials as needed.
• Work with member support team to identify high ticket count drivers related to LCI digital and web products. Drive change with the product development team by prioritizing these items.
• Improve our existing processes to drive greater efficiency and customer support quality. Conduct operational postmortems, feedback sessions, and training. Use data to diagnose areas for improvement.
• Support strategic initiatives across LCI by pulling support data and providing analysis. Set up and maintain data dashboards that measure our KPIs, agent impact and user trends across the user experience, through a variety of tools.
• Oversee and/or maintain training documents and ensure staff are effectively trained on MSC digital products.
• Oversee and/or maintain necessary integrations and systems coordination for LCI headquarters and across global regional offices.
• Configure and/or maintain overall CRM architecture within the CRM platform (and across full suite of customer engagement tools and systems, including RingCentral and Aptify)
• Troubleshoot support issues within technologies as they arise with detailed mitigation plans.

We're Looking for Someone With:

• BA/BS degree required (or equivalent experience)
• New technology implementation and change management experience required
• Advanced knowledge of Excel (spreadsheets, graphing, tables, pivot tables, calculations) required.
• Minimum two years direct Zendesk or other CRM platform administration experience required.
• Zendesk or Salesforce Admin Certification highly preferred
• Experience with Aptify or similar member management systems preferred.
• Demonstrated acumen for setting up technical systems and an understanding of basic use of HTML, JIRA and SQL based languages preferred.
• Working knowledge of developer tools including Zendesk SDK and APIs highly preferred

Why You'll Love Working Here:
Lions Clubs International has excellent benefits for you and your family. We believe in a balanced work-life and have programs and benefit plans to support our employees, such as:

• Three weeks paid time off plus time off for volunteering.
• Flexible and hybrid work schedules
• Comprehensive medical, dental, vision, and life insurance plans
• Flex spending accounts for medical and dependent care
• 401K with employer match
• Reimbursable training
• Casual dress

Diversity, equity and inclusion are at the core of who we are. Diverse and inclusive teams have a positive impact on the work we do, and we know that having varied perspectives helps generate innovative ideas to solve complex problems in an ever-changing world.
Lions Clubs International Is an Equal Opportunity Employer