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YMCA of the USA
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YMCA of the USA
YMCA of the USA (Y-USA) is the national resource office for YMCAs throughout the United States.
Job Description
The Association Services & Customer Support Specialist ensures YMCA staff and volunteers
receive timely, accurate technical and customer support for Y-USA’s self-service applications
and systems. This role troubleshoots technical issues, processes non-automated system
tasks, and maintains accurate application records that directly support operational
effectiveness across the YMCA network.
The Specialist manages support queues, triages and resolves system related requests, and
partners with IT on testing, training, and system improvements. By ensuring data integrity and
resolving complex user challenges, this role contributes to smooth operations and a positive
customer experience across the local Y requests, and partners with IT on testing, training, and
system improvements.
This is an independent contributor position with responsibility for making informed decisions
related to troubleshooting, documentation, and issue resolution within established service
guidelines.
This is a temporary position expected to end May 2027.
Qualifications
A successful candidate will possess a majority of the following professional and personal
attributes and competencies:
- Bachelor’s degree or equivalent in a relevant field such as Business, or related disciplines required.
- 0-2 years of experience required.
- Foundational skill level
- Entry-level industry knowledge and experience
- Routine tasks, limited decision making authority, follows guidelines
- Primarily internal communications
- Limited influence - explains facts, policies and practices related to job area
Requires supervision, leads self
Essential Functions
- Deliver multi-channel technical and customer support by responding to telephone, email, and web-based inquiries from YMCA staff, students, and volunteers regarding self-service applications, tools, and system access.
- Troubleshoot and resolve application issues by researching problems, identifying root causes, documenting findings, and ensuring timely resolution in alignment with established service level agreements (SLAs).
- Deliver a high level of customer service and experience by proactively identifying needs, responding with empathy and professionalism, resolving issues efficiently, and continuously seeking opportunities to improve satisfaction, trust, and overall engagement across all touchpoints.
- Process non-automated system transactions within Y-USA applications to ensure accurate staff records, role assignments, national event updates, and other operational data changes.
- Triage and escalate technical defects and enhancement requests by preparing detailed documentation (use cases, user stories, exception reports) for review and resolution by the IT team.
- Collaborate with IT and internal stakeholders to support system testing, functionality updates, and user training initiatives that improve application performance and user experience.
- Maintain data accuracy and compliance standards by ensuring all support actions, manual processes, and system updates are completed with strong attention to detail and adherence to YMCA policies and procedures.