Casework User Support Associate

This is a fully remote position, open to applicants in Arizona, +3 more states.

📋 Description

• Act as an RC Care System Operator by recognizing, addressing, and/or escalating specific user and case issues.

• Offer direct assistance to Red Cross Regions and Disaster Relief Operations (DROs) regarding particular case challenges and overall trends in case processing.

• Aid in the resolution of IT tickets and RC Care Technical Exceptions.

• Aggregate and monitor RC Care user support, case processing, and client communications.

• Collaborate independently and with Casework Transformation Operations personnel to identify trends, forecast future volumes, make business decisions, and communicate issues to management.

• Create and enhance process documentation concerning basic RC Care troubleshooting.

• Participate in on-call rotations for overnight and weekend casework user support, approximately one week each month.

• Assist in casework user support and the formulation of procedures, tools, and training programs.

• Ensure that Red Cross workforce members can utilize the casework system as intended to aid disaster-affected individuals and families.

⛳️ Requirements

• A Bachelor's degree is mandatory.

• At least 3 years of relevant experience or an equivalent mix of education and related experience is required.

• Capability to work collaboratively within a team.

• Willingness to participate in overnight and weekend on-call rotations, roughly one week per month.

• Travel may be necessary, up to 10% of the time.

• Capacity to comprehend specific needs or requirements and apply subject matter expertise.

• Ability to remain seated at a computer terminal for prolonged periods.

• Capability to work in a compact cubicle environment.

• Frequently lift and/or move items weighing up to 15 pounds, with occasional lifts/moves of up to 30 pounds.

• Required visual capabilities encompass close, distance, color, peripheral, and depth perception, along with the ability to adjust focus.

🏝️ Benefits

• Medical, Dental, and Vision plans.

• Health Spending Accounts and Flexible Spending Accounts.

• Paid Time Off (PTO): Starting at 15 days per year, based on FLSA status and tenure.

• 11 paid holidays, including six core holidays and five floating holidays.

• 401K plan with a 6% match.

• Paid Family Leave.

• Employee Assistance programs.

• Short and Long Term Disability and Insurance options.

• Service Awards and recognition programs.

• Access to mentors who facilitate your growth along a meaningful career path.

• Competitive salary and benefits package.