ABOUT LOCAL CONTEXTS

Local Contexts (localcontexts.org) is a non-profit organization dedicated to supporting Indigenous data sovereignty and cultural heritage management. Through innovative digital tools, Local Contexts empowers Indigenous communities to control and manage their intellectual and cultural properties. We are committed to upholding Indigenous rights and promoting ethical stewardship of cultural resources.

THE ROLE

As the Local Contexts Help Desk Lead, you will be responsible for working across our organization to coordinate a comprehensive support experience for Local Contexts Hub users, including Indigenous community members, subscribing institutions and researchers, and our service provider affiliates. This includes understanding and documenting user workflows, membership and subscription features, and commonly asked questions; creating and managing FAQs and videos; collecting ticket analytics and using the data to improve services; as well as managing Help Desk tickets in a timely and considerate manner. The Help Desk Lead will be responsible for evaluating user inquiries and requests, including gathering questions and issues for escalation to team members, and for reporting requirements. We encourage applications from Indigenous Peoples.

RESPONSIBILITIES

In this role, you will be heading up our Help Desk function. In addition to supporting users of our Local Contexts Hub website, you will also be collaborating with other organizations using our technical tools to ensure awareness and understanding of Indigenous data sovereignty and appropriate use of Hub data and services.

User and Technical Support Experience:

Manage help desk tickets in a timely and considerate manner. Respond to Hub user inquiries via email with care and discretion, particularly around potentially sensitive questions and topics. Support workflows for prospective and current Members, Subscribers, and Service Providers, and escalate to the appropriate team member as needed. Respond to questions from Members, Subscribers, and Service Providers. Assist in troubleshooting and resolving challenges, including running diagnostics and testing. Follow-up with Hub users to ensure issues are resolved. Establish and maintain escalation procedures.

Technical Implementation:

Assist in troubleshooting and resolving challenges for API users, including running diagnostics and testing. Follow-up with integrators to ensure technical issues are resolved. Support Service Provider program, including Certification documentation and review processes.

Documentation:

Create and maintain internal and external knowledge base support documentation across Hub user groups. Establish and maintain FAQs, videos, and self-service support documentation. Review user and technical documentation and ensure it addresses key questions and is kept current with new Hub and API releases.

Reporting:

Develop reporting priorities and data collection workflows. Analyze and share data on requests, troubleshooting, and usage to inform and improve our user support services Collaborate with the Local Contexts team to identify and address needs for Hub and API users.

SKILLS, COMPETENCIES, AND PERSONAL ATTRIBUTES

Passion for delivering high-quality community support. Excellent written and interpersonal communication skills. Highly organized and detail oriented with excellent time management skills. Project manager who excels at teamwork and setting and meeting realistic deadlines. Analytical approach to measuring and optimizing support workflows. Willingness to be flexible in a fully distributed and international environment. Preferred experience or familiarity with Indigenous collections, Indigenous data sovereignty, and/or Local Contexts, or willingness to learn. Collaborative and team-oriented mindset. Proactive and self-motivated with a strong sense of initiative.

QUALIFICATIONS

At least 3 years of professional experience in customer or technical user support. Experience working with non-profit organizations or advocacy groups. Bachelor’s degree in Communications, Data Science, or a related field is a plus. Proficiency in Zammad with Grafana Reporting or similar support ticketing software. Experience with Google Workspace (Docs, Sheets, Slides, Calendar, Forms). Experience with screen capture and video editing software. Familiarity with team communication and task management platforms (e.g., Slack, ClickUp, Zammad).

BENEFITS

Local Contexts is an international public-spirited organization. Flexibility and positive teamwork are core to who we are. We actively work to foster an environment of mutual respect and belonging. We provide orientation and training sessions within the first few weeks of employment. Our goal is to provide a workplace environment that is conducive to collaboration, focused on achieving our mission, and supportive of employee career development.

We operate as a fully virtual-office organization and our remote team works cohesively across the globe. The workweek is generally Monday through Friday. Employees negotiate standard hours with their manager, ensuring at least 3 hours of overlap.

We prioritize each other’s health and wellness, and operate with respect for each other’s time and contributions. We provide medical benefits and a retirement plan. In addition, we utilize a flexible-time-off policy. Rather than allocating employees separate amounts of time off for sick, vacation and personal days, we provide an unlimited time off to give employees greater flexibility to meet their personal needs, subject to managerial approval.

APPLICATION PROCESS

Local Contexts is an equal opportunity employer. We celebrate and encourage diversity and are committed to creating an inclusive environment for our staff, consultants, and Council and the communities, organizations, and individuals we work with. If you are excited by this opportunity, we encourage you to apply even if you don’t think you meet all the listed criteria.

Job Type: Full-time

Pay: $55,000.00 - $85,000.00 per year

Benefits:

Dental insurance Flexible schedule Health insurance Paid time off Parental leave Retirement plan Vision insurance Schedule:

Monday to Friday

Experience:

Help desk: 3 years (Required) Customer service: 3 years (Required)