The Vancouver Community Network owns and operates a free, publicly accessible, non-commercial computer utility in the Lower Mainland of B.C. which provides a public space on the internet.
VOLUNTEER JOB DESCRIPTION
Technical Support
Objective: To provide in-person, telephone and online technical support to users and members of the Vancouver Community Network and community access sites.
Training/Support to be provided by: Co-ordinator of Volunteer Services, Technical and Project Co-ordinators
Duties:
- Respond to and resolve in-person, telephone and online enquiries about VCN services and the internet
- Retrieve and log messages from voicemail system into online request tracker
- Provide one-to-one coaching in basic internet use
- Offer mentorship and support to volunteers learning to provide User Support
- Forward enquiries and refer callers to VCN help and other online sources of help
- Document and contribute to the development of FAQ's and HelpPages
- Process VCN Membership donations
- Assist with special tasks as assigned
- Exceptional interpersonal skills and telephone manner
- Ability to communicate effectively in written and spoken English
- Appreciation for the goals of VCN, and for access barriers faced by individuals and non-profit groups
- Independent problem-solving style and ability to research and communicate solutions
- Extensive internet and VCN experience
- Thorough knowledge of the content on VCN, particularly HelpPages and FAQ's
- Appropriate technical knowledge of Lynx, Pine, Netscape, Windows, etc.
- Additional languages an asset
- Previous Help Desk support experience
- Experience setting up internet connections Windows 3.1, 95, 98, Mac, Linux
- Experience with text-based access/programs
- at least one 4-hour shift per week (Monday - Friday, 9:00 am - 4:30 pm)
- at least 4 months
- additional time to attend orientation, training and meetings and collaborate online
Benefits:
- a great chance to meet people, help people access the Internet, and work with other volunteers and develop skills in a non-profit setting
- free VCN account -- unlimited access following 1 month of reliable volunteer work
- statement of service following 1 month of reliable volunteer work
- letter of reference following 4 months of regular volunteer work