Specialist, Technology Communications & Support

World Wide Fund for Nature (WWF) is one of the world’s largest and most respected independent conservation organisations. WWF’s mission is to stop the degradation of the earth’s natural environment and to build a future in which humans live in harmony with nature. As one of WWF’s international hubs, WWF-Singapore supports a global network spanning over 100 countries. WWF Singapore works closely with local stakeholders towards a greener and more sustainable Singapore and the region around us. We work to address key conservation areas, such as climate change, sustainable finance, deforestation, illegal wildlife trade, marine conservation, and sustainable production and consumption, through collaboration, education and outreach efforts involving the community, businesses, and governments. For more information, please visit wwf.sg .

1 MISSION OF THE DEPARTMENT

• To engage audiences across the globe to accelerate conservation impact and to build the WWF brand;

• To ensure a coherent ‘One Brand, One Voice’ by integrating and supporting the communications functions across the network (Practices and Country Offices);

• To facilitate and coordinate the development and alignment of the WWF network to a global brand and communications strategy;

• To provide a centre of excellence to the network and convene the communications community in terms of communications practice, and coordination across Practices, techniques, platforms, and digital media;

To provide common technology platforms network-wide to enable communication with the audience.

2 MAJOR FUNCTIONS

• Provides technical support to users of the different technology platforms, and keeps them up to date with the latest improvements done to the various systems;

• Builds and manages effective working relationships with the community of communicators;

Promote and establish a 'learning organisation' that improves the problem-solving capacity of our users by creating better access to knowledge.

3 Major Duties and Responsibilities

• Serves as an initial point of contact for the Technology & Applications Unit handling all the Level 1 queries and providing them advice on appropriate solutions

• Investigate and route the Level 2 and Level 3 queries to the respective development team members with sufficient background information on the query;

• Collect and analyse feedback submitted by members to the team's Zendesk email address;

• Effectively follows up and close Zendesk tickets with proper notes;

• Uses Mailchimp and/or similar tools to build a virtual community of communicators and sends out regular and relevant (ad-hoc/monthly) updates & newsletters to the users of different systems;

• Creates training manuals for the various technology platforms provided by the Unit and is responsible for keeping these documents up to date with the most recent developments;

• Conducts virtual calls with the community to demonstrate the changes implemented to our systems;

• Through the relationships built with the network, gather feedback & relay requirements to the development team to effectively help the team stay ahead of the user's needs;

• Continuously focus on improving our support processes and delivering high-quality customer support in line with the scaling of operations
  

4 PROFILE

Required Qualifications.

• Bachelor's Degree in a relevant field

• At least 3 years working in a communications role in a team handling technology platforms.

• Demonstrated experience in successfully providing technical and customer support would be preferred.
  

Required Skills and Competencies.

• An approachable communication style with the ability to ask the right questions to uncover the finer details;

• Displays a positive and problem-solving approach to working with others and empowering users; Ability to translate the technical detail into a business user-friendly structure;

• Experience in creating or reviewing training materials;

• Virtual facilitation skills, expertise in Zoom management, Web sites, and MailChimp;

• Excellent command of written and spoken English; other languages a plus;

• Proven experience using Zendesk ticketing system is a plus;

• Proven experience using any documentation tools is a plus;

• Embraces the WWF mission and values of the organisation: Courage, Integrity, Respect & Collaboration.
  

5 WORKING RELATIONSHIPS

Internal.

• Works very closely with the Head, Technology and Apps and Senior Specialist & Specialist in the Technology & Applications unit.

• Works closely with the Brand & Digital teams within the division.

• Works with the communication managers of the various WWF Network offices.
  

External.

• Occasionally interacts with external agencies.
  

This job description covers the main tasks and conveys the spirit of the sort of tasks that are anticipated proactively from staff. Other tasks may be assigned as necessary according to organisational needs.