Technical Support Coordinator
3 weeks ago
Dependent on Experience
Desired start date:
July 01, 2024 Position
: This is a full-time project-based 3 month contract, with possibility for extension. Deadline to apply:
Applications are accepted on a rolling basis, please submit your cover letter and CV to apply@asl19.org.
Description We are recruiting an Outreach and Technical Support Coordinator (Persian) to develop and implement online outreach and marketing strategies. You will be responsible for providing technical support to users online and implementing a data-driven marketing plan. The marketing plan will involve social media posting, trend analysis, participating in creative sessions with the design team, and drafting posts to promote brand awareness and recognition for online civic tech products that support users’ ability to assert their rights to access to information and freedom of expression online.
As our company continues to grow, we are looking for an individual to join our Farsi Outreach team. Working closely with our Outreach, Design, Research and Dev team, you will spearhead our efforts in Iran and report to the Social Media Manager. Previous experience with Telegram, Twitter and Facebook is a plus.
Our ideal candidate is an effective written and oral communicator, creative, tech savvy, detail-oriented, a stellar manager of information and preferably with experience in customer service. We are looking for a passionate, self-driven and positive individual with the ability to work independently as well as part of a team. We’re looking for an individual who is interested in tech for social good, and passionate about helping Iranians access information online. Our team is highly collaborative, and we will do our best to support your work and provide room for growth.
Responsibilities
Providing online technical user support for a circumvention-related project Localize/translate material and circumvention tools from English to Persian and vice versa. Growing and strengthening thriving online communities with developers and technical users Identifying core users from the community and cultivating relationships with them Developing and implementing user feedback mechanisms (surveys, focus groups, etc.) Proactively informing your supervisor of escalating situations/repetitive patterns Assist in testing and system planning for future versions of products/tools Develop timely, relevant and engaging text, image and video content, with help from our Design team Writing technical test scripts for various circumvention tools Research intended audiences and discover current trends in internet censorship in iran Document Frequently Asked Questions (FAQ’s) to update internal/customer knowledge base. Some administrative support as required Identify and analyze trends in tool usage, issues and bugs Suggest new ways to attract new technical user testers Proactive online community and user engagement for related projects Liaise with developers and UX/UX designers to integrate user feedback Develop an optimal posting for finding user tester volunteers Any other responsibilities as assigned by your supervisor within the scope of this position
Qualifications:
1-year experience stewarding an online community preferred Experience collaborating remotely with colleagues distributed worldwide. Fluency in Persian and English, both written and oral Strong cultural understanding of Iran and connected to developer communities in Iran Strong interest and/or understanding of VPN and digital security solutions Comfortable with technology, ability to learn new tools and apps Ability to communicate technical concepts to less tech-savvy users Intermediate troubleshooting and problem solving skills Ability to multitask, prioritize and stay organized Experience in customer service or related roles in tech support preferred Thorough knowledge about circumvention tools, online security and privacy issues preferred Familiarity with User Experience (UX) practices is a plus Familiarity with online marketing strategies and marketing channels is a plus Familiarity with Adobe illustrator, Photoshop and Lightroom is a plus
What We Offer:
Competitive salary and benefits The chance to be part of a meaningful challenge in a growing team An open culture that welcomes ideas, independence and values dedication
We welcome and encourage applications from individuals from all groups, including aboriginal, women, visible minorities, and persons with disabilities, regardless of race, ethnicity, sexual orientation, creed, family status, national origin, age and gender.
About us: ASL19 is a civic technology company based in Toronto. We are an interdisciplinary team conducting research and building technology to support human rights and civil society around the world.
Currently we are focused on building technology for countering misinformation online and developing solutions to help users go around Internet censorship. We also support a number of civil society organizations and host an annual human rights and technology conference.
Our Mission is to build tools and media for people to exercise their rights and hold power to account.
If you like what we do, enjoy working with a team that cares about having a positive social impact, we look forward to hearing from you.
Equal Opportunity Employer Diversity is our strength. As an equal opportunity employer and an organization dedicated to the values of human rights, ASL19 Inc does not discriminate on the basis of gender, sexual orientation, race, religion, marital status, age, national origin, physical or mental disability, or any other status protected under Ontario Human Rights Code. We are committed to providing a work environment of mutual respect and growth;
we encourage those who are underrepresented in the industry to apply.
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