Company Description Pre-Health Shadowing is a 501(c)(3) nonprofit organization that provides shadowing, volunteering, and research opportunities to pre-health students around the world. The organization is committed to expanding access to health education by offering flexible, inclusive programs for students at different stages of their academic journey. Pre-Health Shadowing focuses on reducing inequity in health education and increasing representation of diverse communities in healthcare professions. By partnering with health professionals and institutions, the organization supports students in gaining meaningful exposure to clinical and research environments. Its mission centers on empowering future health leaders through accessible, high-quality experiential learning.
Role Description The Lead of Tech Support (Volunteer) is a part-time (5-8 hours weekly), 100% remote role. This role oversees the user technical support function for the organization’s virtual platforms, ensuring reliable access to shadowing resources, student accounts, and certificates. Day-to-day responsibilities include monitoring asynchronous support ticketing channels, responding to technical inquiries from students, and resolving issues related to platform connectivity and user accounts. The lead coordinates troubleshooting efforts, documents recurring problems, manages the Tech Support Assistant, and works closely with the Web Development branch to improve system reliability and user experience.
What You’ll Do (Responsibilities)
• Manage, prioritize, and oversee the incoming student support ticket queue regarding login issues, missing certificates, and broken quiz links.
• Monitor support channels to ensure students receive empathetic, high-quality, and rapid assistance.
• Identify recurring patterns in support bugs and document them for the Web Development team to implement structural fixes.
• Contribute to developing support guidelines, training future volunteers, and maintaining a high standard of service.
Qualifications
• Ability to provide effective Technical Support and Troubleshooting for online platforms and tools.
• Strong Customer Support and Customer Satisfaction focus when assisting students and partners.
• Advanced Analytical Skills to diagnose digital issues, identify ticket patterns, and recommend system improvements.
• Comfort working with common ticketing systems (e.g., Zendesk, Freshdesk, Jira, or WordPress plugins) and Slack/Google Docs.
• Clear written communication skills, with the ability to explain technical information in accessible terms.
• Commitment: Ability to commit to approximately 5–10 hours per week for a minimum of 3–6 months (completely flexible around your job or classes).
What’s In It For You? (Benefits & Growth)
• Resume Building: Gain tangible, real-world portfolio pieces and leadership experience in IT operations.
• Networking: Connect with a network of professionals and peers in the digital health and tech space.
• Flexibility: 100% remote with flexible hours.
• Letters of recommendation or LinkedIn endorsements upon successful completion.
How to Apply: Click "Apply" on LinkedIn or visit our website at www.PreHealthShadowing.com/Open-Roles to submit your application.