Position Objective: 

To support new and existing third-party software, and to promote efficiency and cost-savings ensuring that the organization and its supported entities achieve desired outcomes

Primary Responsibilities and Duties:

• Research and evaluate new tools and technologies

• Assist internal teams in selecting the best tool to fit their needs 

• Onboard new services by understanding user objectives, helping them get started with a product or service, and ensuring they have the guidance and tools to use it successfully

• Cultivate strong relationships by regularly checking in with internal users, gauging their level of satisfaction, addressing issues, and maintaining open lines of communication

• Provide internal product support 

• Track product usage, engagement levels, and feedback, to implement strategies that improves user experience and promotes cost-savings

• Identify inefficient software based on feedback and leverage opportunities for consolidation or other solutions to achieve cost savings

• Identify potential issues or bottlenecks and proactively notify users. Provide the necessary guidance, resources, and support to help prevent dissatisfaction and build strong rapport

• Resolve issues by handling incident tickets, escalating critical issues, and ensuring these issues are resolved quickly and efficiently

• Act as a liaison to ensure accurate issue interpretation. Work closely with all support teams, including IT, Interactive Media, and any other department providing necessary support

• Create and provide educational resources, such as knowledge base articles, tutorials, etc., and facilitate trainings to help maximize the value of a product or service

• Leverage artificial intelligence (AI) to create efficient workflows and help departments implement and maintain AI tools

• Perform any other duties assigned by the supervisor

• Five+ years of customer service support, technical support, and/or related roles

• Bachelor's degree or equivalent work experience

• Experience with artificial intelligence (AI)

• Proficiency in the Microsoft Office suite, including proficiency with Excel for data analysis and reporting

• Familiarity with ITSM platforms like FreshService, ServiceNow, Jira, etc.

• Proficiency with Windows and Apple platforms

• Ability to create detailed diagrams and documentation, including business requirements documents and technical specifications

• Proven outstanding organizational skills and the ability to work on multiple projects simultaneously

• Demonstrated ability to communicate effectively in a remote work environment, with strong time management and organizational skills

• Proven ability to take initiative and act independently to resolve problems

• Ability to always maintain strict confidentiality

• Willingness and ability to travel

• Commitment to the objectives of the PETA Foundation

The hourly pay range for this position is $30.95 - $38.71 per hour. The ultimate hourly pay within this range that will be offered to a qualified candidate will be determined based on the candidate’s experience and the cost of living in the area in which the candidate will live and work. 

A list of benefits available to qualified employees is available here.

Application Deadline: 

Applications for this position will be accepted until March 11, 2026.

We may fill this job opening before the deadline if we find a qualified candidate.